COMMERCE 3MC3 Lecture 10: CH 10 2MA3
3 Nov 2017
School
Department
Course
Professor
Document Summary
Airplane seat, when the plane takes off they forever loose the seat revenue for every missing seat. If there is no gap we know exactly what the customers want. Evaluating service quality: will i get the same service quality every time, minimize variations, do employees empathize with customers, tangibles: was the audio equipment"s, seating good enough, dimensions of importance is diff for customers. If we fall below the zone of tolerance the customers will be dissatisfied. Booking a hotel room, zero tolerance if there"s no towels. Gap between what the managers are tryna say. To reduce the standards gap provide more training. Standards for delivering in a specific way and employees might not follow that standard. Setting of standards vs. actual delivery of service. To reduce delivery gaps: empower employees, use technology, provide support and incentives. Allow employees to make decisions about service provided to customers.
