Service Quality

Challenge for services - Defining and improving service quality

•          Lecture 2 – word of mouth, meet or exceed customer expectations.

     Quality may be

–        Transcendent (excellence based),

–        Product-oriented (quantity of features/ attributes),

–        User-oriented (fitness for intended use)

–        Operations-oriented (conformance to specifications),

–        Value-oriented (price, v4m)

Moments of truths – mediated through technology, loyalty only due to lack of better alternative!

Service encounters themes – Adaptability (Employee response to customer needs and requests.), Spontaneity (Unprompted and unsolicited employee actions), coping (Employee response…