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The Seven Criteria for Service Quality

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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 people's idea of obsessive.” – David Fincher, Film Director © 2013 AE Partners Oy
  4. 4. 2 Reputation and credibility © 2013 AE Partners Oy
  5. 5. “You can't 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 can't 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. “It's 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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