Created by Anngad Singh, Delhi Technological University, during an internship by Prof. Sameer Mathur, IIM Lucknow. www.IIMInternship.com

1. How can we improve service quality?
DESIGNING &
MANAGING SERVICES

2. The service quality of a firm is tested at
each service encounter.
If the employees are bored, cannot answer
simple questions, or are visiting each other
while customers are waiting, customers will
avoid doing business there again.

3. Factors Leading to
Customer-Switching
Behaviour

4. Pricing
-high price
-unfair pricing
-deceptive pricing
Core Service
Failure
-service mistakes
-billing errors
-service catastrophe
Service encounter
failures
-Uncaring
-Impolite
-Unknowledgable
Inconvenience
-location/hours
-wait for appointment
-wait for service

5. Response to Service
Failure
-negative response
-no response
-reluctant response
Involuntary
Switching
-customer moved
-provider closed
Ethical problems
-cheat
-hard sell
-unsafe
Competition
-found better service

6. Managing Customer
Expectations

7. There are 5 gaps that cause unsuccessful delivery

8. 1) Gap between consumer expectation and management
perception.
2) Gap between management perception and service-quality
perception.
5) Gap between perceived service and expected service.
3) Gap between service-quality specifications and service
delivery.
4) Gap between service delivery and external
communication.

9. -Providing service as promised
-Dependability in handling
problems
-Performing services right first
time
-Maintaining error-free records
-Providing services at promised
time
Reliability

10. -Keeping customer informed
as to when services will be
performed
-Prompt service
-Willingness to help
customers
-Readiness to respond to
customers’ requests.
Responsiveness

11. -Employees who install
confidence in customers
-Making customers feel safe
in their transactions
-Employees who are
consistently courteous
Assurance

12. -Giving customers individual
attention
-Employees who deal with
customers in caring fashion
-Having customers’ best
interests at heart
-Employees who understand
the needs of their customers
Empathy

13. -Modern equipment
-Visually appealing facilities
-Employees who have a neat,
professional appearance
-Visually appealing materials
associated with the service
Tangibles

14. Created by Anngad Singh,
Delhi Technological University,
during an internship by Prof.
Sameer Mathur, IIM Lucknow.
www.IIMInternship.com