Service Quality

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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


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