1 / 8

Customer Expectations of Services (Chapter 4)

Customer Expectations of Services (Chapter 4). Customer Expectations of Services Desired Service Adequate Service Zone of Tolerance Factors Influencing Customer Expectations Current Issues on Customer Expectations. Service. Perceived Service Quality.

carolena
Télécharger la présentation

Customer Expectations of Services (Chapter 4)

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Customer Expectations of Services(Chapter 4) • Customer Expectations of Services Desired Service Adequate Service Zone of Tolerance • Factors Influencing Customer Expectations • Current Issues on Customer Expectations ã 2005 - Dwayne D. Gremler

  2. Service Perceived Service Quality Service ã 2005 - Dwayne D. Gremler

  3. Service Expectations • Expectations • Two Levels of Service Expectations • what is “wished for” • is the threshold level of acceptable service ã 2005 - Dwayne D. Gremler

  4. Desired Service Adequate Service Figure 4.4 ã 2005 - Dwayne D. Gremler

  5. Zone of Tolerance • is the difference between desired service and the level of service considered adequate • note: ã 2005 - Dwayne D. Gremler

  6. Desired Service Adequate Service Zones of Tolerance for Difference Service Dimensions Desired Service Level of Expectation Adequate Service Most Important Factors Least Important Factors Source: Berry, Parasuraman, and Zeithaml (1993) ã 2005 - Dwayne D. Gremler

  7. Factors Influencing Customer Expectations of Services ã 2005 - Dwayne D. Gremler

  8. Questions to Ponder… • What if • Can a company consistently • The Pebble Beach Philosophy • Should it strive to always exceed customer expectations? • How can a company ã 2005 - Dwayne D. Gremler

More Related