MGT 3121 Chapter Notes - Chapter 6/8: Histogram, Feldafing, Servqual
14 Mar 2017
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Document Summary
Hidden benefit of a guarantee is customer feedback. Service guarantee focuses employees by defining performance standards explicitly. Based on difference between a customer"s expectation of a service and perceptions of the service that is delivered. Based on implementing the service quality gap concept. Quality begins w/ design of service delivery system. Statistical process control is used to monitor variation in service performance metrics and signal when intervention is necessary. Walk through audit: is built on premise that each customer is a participant in the service process. Assessment of quality is made during the service delivery process. Customer satisfaction with a service can be defined by comparing perceptions of service received with expectations of service desired. Five principal dimensions that customers use to judge service quality. Reliability - ability to perform the promised service dependably and accurately. Responsiveness- willingness to help customers and to provide prompt service.
