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The 7 criteria for                         service quality© 2013 AE Partners Oy
1   Professionalism                                  and skills© 2013 AE Partners Oy
“My idea of professionalism is                        probably a lot of peoples idea                               of obse...
2   Reputation and                            credibility© 2013 AE Partners Oy
“You cant build a reputation                        on what you are going to do.”                         – Henry Ford, In...
3   Servicescape,                            the tangibles© 2013 AE Partners Oy
“We put all these things                            together into a tangible                          product that is The ...
4   Attitudes and                                 behavior© 2013 AE Partners Oy
“Having a positive mental                            attitude is asking how                        something can be done r...
5   Accessibility                            and flexibility© 2013 AE Partners Oy
“I certainly am interested in                          accessibility, clarity, and                                 immedia...
6   Reliability and                            trustworthiness© 2013 AE Partners Oy
“I believe fundamental honesty                           is the keystone of business.”                        – Harvey S. ...
© 2013 AE Partners Oy                            7                        Service                        recovery
“Its not how far you fall, but                         how high you bounce that                                   counts.”...
Aarni Heiskanen                         aepartners.fi© 2013 AE Partners Oy
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The Seven Criteria for Service Quality

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What are the seven key criteria you'll have to consider when developing or improving a service.

Published in: Business
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The Seven Criteria for Service Quality

  1. 1. The 7 criteria for service quality© 2013 AE Partners Oy
  2. 2. 1 Professionalism and skills© 2013 AE Partners Oy
  3. 3. “My idea of professionalism is probably a lot of peoples idea of obsessive.” – David Fincher, Film Director© 2013 AE Partners Oy
  4. 4. 2 Reputation and credibility© 2013 AE Partners Oy
  5. 5. “You cant build a reputation on what you are going to do.” – Henry Ford, Industrialist© 2013 AE Partners Oy
  6. 6. 3 Servicescape, the tangibles© 2013 AE Partners Oy
  7. 7. “We put all these things together into a tangible product that is The Rock N Roll Mystery Tour.” – Nina Blackwood, Disk Jockey© 2013 AE Partners Oy
  8. 8. 4 Attitudes and behavior© 2013 AE Partners Oy
  9. 9. “Having a positive mental attitude is asking how something can be done rather than saying it cant be done.” – Bo Bennet, Senator© 2013 AE Partners Oy
  10. 10. 5 Accessibility and flexibility© 2013 AE Partners Oy
  11. 11. “I certainly am interested in accessibility, clarity, and immediacy.” – Paul Muldoon, Poet© 2013 AE Partners Oy
  12. 12. 6 Reliability and trustworthiness© 2013 AE Partners Oy
  13. 13. “I believe fundamental honesty is the keystone of business.” – Harvey S. Firestone, Businessman© 2013 AE Partners Oy
  14. 14. © 2013 AE Partners Oy 7 Service recovery
  15. 15. “Its not how far you fall, but how high you bounce that counts.” – Zig Ziglar, Speaker© 2013 AE Partners Oy
  16. 16. Aarni Heiskanen aepartners.fi© 2013 AE Partners Oy

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