Service anticipation gap

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Transcript of Service anticipation gap

Page 1: Service anticipation gap

[email protected]@lauravilsbaek

HVAD ER THE SERVICE

ANTICIPATION GAP?

mailto:[email protected]
http://lauravilsbaek.dk
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Brugerrejsen

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Brugerrejsen

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Brugerens forventningBrugerrejsen

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Brugerens forventningBrugerrejsen

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Brugerens faktiske oplevelseBrugerens forventningBrugerrejsen

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Brugerens faktiske oplevelseBrugerens forventningBrugerrejsen

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Brugerens faktiske oplevelseBrugerens forventning

The Service Anticipation Gap

Brugerrejsen

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‘The Service Anticipation Gap’ er forskellen mellem brugerens forventninger og brugerens faktiske oplevelse i mødet med et produkt eller en service

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[email protected]@lauravilsbaek

mailto:[email protected]
http://lauravilsbaek.dk

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