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Textbook Notes for HTH 102 at Ryerson University


RYERSONHTH 102Christopher GibbsFall

HTH 102- Final Exam Guide - Comprehensive Notes for the exam ( 100 pages long!)

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Creating career opportunities (cid:498)create experience realms that add value(cid:499) He had experience from working at playdium, so what he did was
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Study Guide - Final Guide: Appraisal Theory, Active Listening, Systems Theory

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Designing the softer side of customer service. Choose either vision or mission to talk about. Understand how to design and manage service processes. So
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Study Guide - Midterm Guide: Intangibility, Impression Management, Air Canada Centre

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It"s about service improvement: his personal experience. Working at air canada centre, it was all just brick walls, not an exciting place. They created
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Lecture Notes - Lecture 10: Reputation Management, Internal Communications

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Is experience based on: pre-consumption (less important, during consumption (most important) (how you develop the needs of the customer, post-consumpti
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Lecture Notes - Lecture 9: Nonverbal Communication, Problem Solving, Servant Leadership

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Needs to be planned (know what is expected of you) After the problem the customer should leave with an enhanced perception. A leader is the inspiration
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Study Guide - Final Guide: Taco Bell, Virgin Hotels, Pareto Principle

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Lecture 05: service blueprinting: details how service process is constructed. Learning objective: understand how to design and manage service processes
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Lecture Notes - Lecture 5: Virgin Hotels, Patent Pending, Control Tv

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RYERSONHTH 102Christopher GibbsFall

HTH 102 Lecture Notes - Lecture 7: Customer Satisfaction, Job Satisfaction, Colt New Service

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Service profit chain companies increased stock value by 147% while nearest competitors only increased stock value 110: customer loyalty drives profitab
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Lecture Notes - Lecture 6: Appraisal Theory, Active Listening

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RYERSONHTH 102Christopher GibbsFall

HTH 102 Lecture Notes - Lecture 8: Pizza Pizza, Toyota Highlander, 40 Minutes

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It is 6-7 times more costly to attract new customer than it is to retain an existing customer. 89% of consumers stopped doing business with a company a
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Lecture Notes - Lecture 4: Triangle Film Corporation, Mobile App, Net Promoter

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Hth 102- lecture 4- understanding and engaging customers. Competitor"s customers- those whom the firm would like to attract and make its own. Ex-custom
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Lecture Notes - Lecture 6: Jargon, List Of Neighbourhoods In Toronto, Active Listening

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Purpose of tourism to train people, make signs, billboards and window stickers. Newsletters and portal to help people who work with visitors. Potential
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Lecture Notes - Lecture 5: Step Outline, Management System, Impression Management

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= a shared image of what we want the organization to become expressed in terms of: A focused concept: a value creation premise that people can actually
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Lecture Notes - Lecture 2: Shoppers Drug Mart, Rainforest Cafe, Player One Amusement Group

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Working at air canada centre, it was all just brick walls, not an exciting place. They created a fan zone in gate 1, you see pictures of the team but n
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Lecture Notes - Lecture 3: Situation Two, Customer Success, Product Differentiation

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Not all service transactions create an opportunity for an emotional bond with a customer. In customer service, it is an interaction between a customer
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Chapter Notes - Chapter 1: Intangibility, High Tech, Information Processing

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Powerful forces that are transforming service markets: government policies. Changes in regulations: new rules to protect customers, employees, and the
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Chapter Notes - Chapter 13: Interactional Justice, Computer Reservations System, Service Recovery

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RYERSONHTH 102Christopher GibbsFall

HTH 102 Chapter Notes - Chapter 12: Customer Satisfaction, Loyalty Program, Switching Barriers

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Chapter 12 managing relationships and building loyalty. Wh(cid:455) is (cid:272)usto(cid:373)e(cid:396) lo(cid:455)alt(cid:455) so i(cid:373)po(cid:396
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RYERSONHTH 102Christopher GibbsFall

HTH 102 Chapter Notes - Chapter 4: Virgin Group, Child Care, Customer Experience

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RYERSONHTH 102Christopher GibbsFall

HTH 102 Chapter Notes - Chapter 2: Role Theory, Artisan Entertainment, Dental Surgery

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Triggered by an underlying need or need arousal: unconscious minds (e. g. personal identity and aspirations, physical conditions (e. g. hunger, externa
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