Aspects of service package - defined by prior staff training
Speed of change of service offerings
Service Matrix Interaction & Customisation Low High Low High EasyJet DHL/FedEx Motel Golf course Retailing Wholesaler Driving school Retail bank Solicitor Doctor Personal trainer Accountant Architect Hospital? Internet banking Repair services Labour intensity
Banking - High/Low contact Low High Facility location Facility layout Product design Process design Scheduling Capacity planning Staff skills Quality control Time standards Wages Capacity planning Near customer According to expectation? Ambiance, user friendly? Intimate stages ? Full? Lost customer ? ? ? Time-based pay? Capacity=peak demand ? ? ? ? ? ? Technical skills only? Measurable, fixed Forms = surrogates - tight times Output-based pay? ?
Heroes and villains Furious litigation Complainant Dissatisfied Satisfied Delighted Villains Heroes Recovery planning Club Class member What is ServQual? Customers' experience performance
Was task done correctly? What was attitude and responsiveness of staff? What tangibles or environmental features were missing?? Task Tangibles Treatment
Air Travel Service Elements Leave Airport Collect Bags Arrives at airport Request flight information Make reservation Check in Proceed to gate & security check Board aircraft In-flight service Leave aircraft Poke Yoke Exercise: Filling in the missing details