ECON344 Lecture Notes - Lecture 16: Servqual, Customer Service, Medical Diagnosis
28 Jun 2017
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Document Summary
Service purchasing: how do customer purchase a service: Gap analysis: compares expectations of a service to the actual customer experience. Servqual: gaps in customer service expectations/delivery based on customer/employee expectations. Credence: can"t properly evaluate quality without knowledge, even after the purchase/use (therefore rely on testimonials, etc. ) Inventory carrying costs increase based on the service continuum (service/product dominance in marketplace) and business type. Real estate agency low salary, high commissions since costs go up with sales. 1: product: service, what is being sold (in) tangible benefits. 2: price: for profit margin, value standard and strategies for managing inventory (associate higher price with better quality) 3: place: distribution, where the service is purchased/consumed (usually the same place) 4: promotion: how the services are marketed in the media (branding, etc. ) 5: people: customers rate the experience based on the person delivering it.
