F18f708 Expectations
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The document discusses customer expectations of service delivery. It defines customer expectations as beliefs about the level of service they hope to receive (desired service) and the minimum level they will accept (adequate service). The zone of tolerance is the range of service between these levels that customers are willing to accept. Factors that influence desired service are more stable and individual, while factors affecting adequate service are more temporary and situational. These include personal needs, service intensifiers, perceived alternatives, and predicted service levels. Managing customer expectations involves communicating reasons for gaps in service and efforts to improve, as exceeding expectations regularly may unintentionally raise standards over time.
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Customer Service Expectations
For the purposes of this paper, service will be a synonym for the product of the Hospitality industry.
The relation of service to the hospitality industry does not necessarily mean that this paper has a limited scope.
Service expectations and how they are formed can be related to the entire field business and humanistic interaction.
Mkt 350 chapter_3 (1)
This document summarizes key points about customer expectations of service from Chapter 3. It discusses that customers hold different types of expectations and these expectations are influenced by various sources. It also notes that customers have a zone of tolerance between their desired and adequate levels of service. The objectives are to recognize different customer expectations, discuss their sources, and address issues around expectations.
Cust ecpectatn& zone pf tolarnce
This document discusses customer expectations of service. It explains that customer expectations are beliefs about the level of service that should be received and serve as reference points for judging service quality. Customers have two levels of expectations - desired service which is the level they hope for, and adequate service which is the minimum level they will accept. Between these levels is the zone of tolerance, where customers do not notice differences in service quality. The width of the zone of tolerance can vary between individuals and service dimensions. The document lists factors that influence both desired and adequate service expectations. It concludes with frequently asked questions about managing customer expectations.
Customer expectations of service
This presentation discusses customer expectations of service. It begins by defining customer expectations and explaining that there are different types and levels of expectations, including ideal, normative, experience-based, acceptable, and minimum tolerance expectations.
It then examines the factors that influence customer expectations, such as explicit and implicit promises made by marketers, word of mouth, past experience, and situational factors. Current issues involving customer expectations are also addressed, like how to meet unrealistic expectations and exceed customer expectations.
The presentation concludes by providing strategies for how service marketers can influence expectations, answering frequently asked questions, and highlighting examples of what basic expectations customers have for different service types.
Services Marketing
The document discusses key aspects of services marketing. It notes that the services sector accounts for over half of India's GDP and dominates in terms of jobs, talent, and incomes. Some key points made include:
- Services are intangible and involve simultaneous production and consumption.
- Most products have a service component, which can be equipment-based or people-based.
- Characteristics of services include intangibility, inseparability, perishability, and variability.
- Service quality is determined by reliability, responsiveness, assurance, empathy, and tangibles.
Group discussion zone of tolerance
The document discusses the concept of a zone of tolerance, which is the range between an adequate and desired level of customer expectation for a service. It notes that the zone of tolerance is where customers do not notice gaps in service quality and defines how much variation they are willing to accept. While managers may want wide zones of tolerance, the document questions if that makes it harder for firms with superior service to earn loyalty, and if those firms would be better off trying to narrow customers' tolerance zones to reduce the appeal of mediocre competitors.
Customers Expectation of a Service
Customer expectations are beliefs about a service that act as standards against which performance is judged. There are different types of expectations including ideal, normative, experience-based, and minimum tolerance levels. Marketers should be aware of factors that influence expectations like perceived alternatives, word-of-mouth, and past experiences. To manage expectations, companies should understand what customers will accept as adequate service and aim to meet or exceed expectations through consistent, high-quality performance.
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vuvfudbsdbauovdu f cuvuofv uowvfoqwfogrq38rfhphqhhgf buqgfwogogfggfgfffihwhiwhfffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuccckkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllll
Customer Service Expectations
For the purposes of this paper, service will be a synonym for the product of the Hospitality industry.
The relation of service to the hospitality industry does not necessarily mean that this paper has a limited scope.
Service expectations and how they are formed can be related to the entire field business and humanistic interaction.
Mkt 350 chapter_3 (1)
This document summarizes key points about customer expectations of service from Chapter 3. It discusses that customers hold different types of expectations and these expectations are influenced by various sources. It also notes that customers have a zone of tolerance between their desired and adequate levels of service. The objectives are to recognize different customer expectations, discuss their sources, and address issues around expectations.
Cust ecpectatn& zone pf tolarnce
This document discusses customer expectations of service. It explains that customer expectations are beliefs about the level of service that should be received and serve as reference points for judging service quality. Customers have two levels of expectations - desired service which is the level they hope for, and adequate service which is the minimum level they will accept. Between these levels is the zone of tolerance, where customers do not notice differences in service quality. The width of the zone of tolerance can vary between individuals and service dimensions. The document lists factors that influence both desired and adequate service expectations. It concludes with frequently asked questions about managing customer expectations.
Customer expectations of service
This presentation discusses customer expectations of service. It begins by defining customer expectations and explaining that there are different types and levels of expectations, including ideal, normative, experience-based, acceptable, and minimum tolerance expectations.
It then examines the factors that influence customer expectations, such as explicit and implicit promises made by marketers, word of mouth, past experience, and situational factors. Current issues involving customer expectations are also addressed, like how to meet unrealistic expectations and exceed customer expectations.
The presentation concludes by providing strategies for how service marketers can influence expectations, answering frequently asked questions, and highlighting examples of what basic expectations customers have for different service types.
Services Marketing
The document discusses key aspects of services marketing. It notes that the services sector accounts for over half of India's GDP and dominates in terms of jobs, talent, and incomes. Some key points made include:
- Services are intangible and involve simultaneous production and consumption.
- Most products have a service component, which can be equipment-based or people-based.
- Characteristics of services include intangibility, inseparability, perishability, and variability.
- Service quality is determined by reliability, responsiveness, assurance, empathy, and tangibles.
Group discussion zone of tolerance
The document discusses the concept of a zone of tolerance, which is the range between an adequate and desired level of customer expectation for a service. It notes that the zone of tolerance is where customers do not notice gaps in service quality and defines how much variation they are willing to accept. While managers may want wide zones of tolerance, the document questions if that makes it harder for firms with superior service to earn loyalty, and if those firms would be better off trying to narrow customers' tolerance zones to reduce the appeal of mediocre competitors.
Customers Expectation of a Service
Customer expectations are beliefs about a service that act as standards against which performance is judged. There are different types of expectations including ideal, normative, experience-based, and minimum tolerance levels. Marketers should be aware of factors that influence expectations like perceived alternatives, word-of-mouth, and past experiences. To manage expectations, companies should understand what customers will accept as adequate service and aim to meet or exceed expectations through consistent, high-quality performance.
2. consumer behanior in service
The document discusses consumer behavior in the context of services. It outlines the Gap Model of Service Quality which focuses on the difference between customer expectations and perceptions. There are four key gaps within organizations that can inhibit quality service delivery. The document also discusses how consumer evaluation processes differ for goods versus services depending on their search, experience, and credence properties. It provides categories for consumer decision making and evaluation of services, including information search, evaluation of alternatives, purchase and consumption, which involves viewing service provision as a drama with roles and scripts.
Customerexpectation 161201061152
This document discusses customer service expectations. It begins by defining customer expectations and the different types or levels of expectations customers can have, including desired, adequate, and minimum tolerable expectations. It then examines factors that influence both desired expectations and adequate expectations, such as personal needs, perceived alternatives, and company communications. Finally, it discusses some current issues related to customer expectations, such as how to address unrealistic expectations, whether companies should try to exceed expectations, and if expectations continually escalate over time. The key is for companies to meet and ideally exceed customer expectations better than the competition to stay ahead.
Managing Customer Expectations
Excellent customer service and high customer satisfaction must start with understanding customer expectations. Whether your customers are internal (i.e., HR, Finance, Marketing business users) or external, you need to know who your customers are and what their goals are before launching any business initiative. If not, you’ll never win. Pulling from her industry experience in Government, Legal, Education and Healthcare, Strategic Engagement Manager Shannon Duplessis will use the Sparkhound Assessment Model (SAM) approach to show how to assess client needs, agree upon desired expectations and results, and then develop the right KPIs (Key Performance Indicators) to measure success.
Customer expectation- Zone of Tolerance
Customer expectations are beliefs about the level and quality of service that will be provided, which act as standards against which customer satisfaction is judged. These expectations are influenced by word of mouth, personal needs, past experiences, and advertising. Customer expectations fall along a zone of tolerance, with adequate service being the minimum accepted, desired service being the goal, and anything exceeding expectations delighting the customer.
Customer expectation
This document discusses customer service expectations and how to manage them. It defines customer expectations as beliefs about service delivery that serve as standards against which performance is judged. There are different types of expectations including desired, adequate, and minimum tolerable levels. Factors that influence expectations are discussed, such as internal customer factors, external situational factors, and supplier controlled factors like advertising and pricing. The document provides strategies for managing expectations during the pre-purchase, service encounter, and post-purchase phases. It also discusses how exceeding customer expectations through approaches like building customer relationships and underpromising can help delight customers.
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CUSTOMER EXPECTATION AND SATISFACTION
The document discusses customer expectations and satisfaction. It states that customers expect certain things from businesses and those that can identify and meet customer expectations will have the highest levels of customer satisfaction. It also notes that customer expectations are dynamic and can change based on various factors. The key to customer satisfaction is meeting or exceeding their expectations through good customer service. The document provides some common customer expectations like fast and friendly service as well as tips for identifying specific customer expectations through surveys. Meeting expectations leads to benefits like loyal customers, increased sales, and more referrals.
Customer satisfaction and service quality
The purpose of this presentation is to obtain a better understanding of the extent to which service quality is delivered within the service sector service by drawing on front-line employees (FLE) and customer perceptions of service quality. The PPT shown how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major service sector department.
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The document discusses customer perceptions of service quality and satisfaction. It identifies key factors that influence customer satisfaction such as product/service quality and attributes, emotions, and fairness. Increased customer retention and positive word-of-mouth are outcomes of high customer satisfaction. The five dimensions of service quality - reliability, responsiveness, tangibles, empathy and assurance - are also examined. Critical incidents in service encounters that lead to customer satisfaction or dissatisfaction are explored. Effective service recovery strategies like acting quickly and treating customers fairly can help retain unhappy customers.
7 Sm Gaps Model
The Gaps Model proposes that there are 5 gaps between a customer's expected service and their perceived service. Gap 1 is between customer expectations and a company's understanding of those expectations. Gap 2 is between a company's understanding and their service design standards. Gap 3 is between service standards and actual service delivery. Gap 4 is between a company's marketing communications and the service delivered. Gap 5 is between customer expectations and their perceptions of the service received. More recently, 2 additional gaps were proposed regarding employees' perceptions of customer expectations.
Customer's expectation & perception of customers
Customers have both expectations and perceptions of the level of service they will receive. Their expectations are influenced by personal needs, past experiences, and promises made by the service provider. Perceptions are formed through service encounters and compared to expectations. If perceptions meet or exceed expectations, the customer will be satisfied. Key aspects of service quality that influence perceptions are reliability, responsiveness, assurance, empathy, and tangibles. Higher customer value relative to costs also leads to greater satisfaction. Satisfied customers are more loyal and help the business grow through positive word-of-mouth.
Great Expectations: Customer Retention Basics
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This document discusses service quality and its key aspects. It defines service quality as a customer's judgment of the overall excellence of a service in relation to their expectations. It outlines five dimensions of service quality - reliability, responsiveness, assurance, empathy and tangibles. It also discusses the service quality gap model, which identifies five gaps between customer expectations and perceptions: marketing research, design, conformance, communication, and expectations-perceptions. The document provides solutions to minimize these gaps and improve overall service quality.
Customer satisfaction and service marketing
The document discusses customer satisfaction and service marketing in hospitals. It defines patient satisfaction as the difference between hospital services and patient perceptions, versus patient expectations. The key customer in a hospital is the patient. It also discusses the importance of customer satisfaction for health care providers to maintain high clinical standards while also providing satisfactory service to patients. Some of the factors that can promote demand for health services include availability, accessibility, affordability, promotion avenues, and maintaining quality from the patient's perspective.
Mkt 350, ch 5, consumer perceptions of service
This document discusses customer perceptions of service quality. It defines key concepts like customer satisfaction, service quality, and the five dimensions of SERVQUAL: reliability, assurance, tangibles, empathy and responsiveness. It explains that customer perception is influenced by their expectations and experiences during service encounters. Positive service encounters can increase customer satisfaction, loyalty and revenues, while negative encounters hurt perceptions. The document also outlines strategies for managing customer perceptions through reliable service, employee knowledge and responsiveness.
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Customer expectations are beliefs about the level of service that will be provided. These expectations act as standards that customers use to evaluate service quality. There are two main types of expectations: desired service, which is the ideal level hoped for, and adequate service, which is the minimum tolerable level. Understanding customer expectations is critical for service providers because if performance does not meet or exceed expectations, customers will be dissatisfied. The key is delivering a level of service that falls within customers' "zone of tolerance" between adequate and desired service.
Chapter 3 Service.pptx
Customer expectations are beliefs about the level of service that will be provided. There are two types of expectations: desired service, which is the optimal level hoped for, and adequate service, which is the minimum tolerable level. Factors like personal needs, past experiences, available alternatives, and situational factors influence expectations. Gaps can occur when customer expectations do not align with a provider's understanding of them, service design, delivery of service, or communications about the service. Measuring perceptions against expectations on reliability, responsiveness, assurance, empathy, and tangibles can identify service quality issues using the SERVQUAL model. Addressing gaps within the organization is important to improve customer satisfaction.
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Service Purchase Model.pptx
This document discusses a purchase model for services and factors that influence customer expectations. It outlines three phases of service purchase: pre-purchase, service encounter, and post-purchase. In the pre-purchase phase, internal factors like needs/wants, external factors like alternatives, and perceived risk influence decision making. During the service encounter, factors like role theory and service personnel impact quality. In post-purchase, customers evaluate quality, satisfaction, and future behavior. The document also discusses how customer expectations are bounded by a desired level and adequate level, with a zone of tolerance in between. Personal needs, service intensifiers, alternatives, and situational factors shape these expectation levels.
Bimtech sm4a consumer expectations of service
The document discusses customer expectations of service and how to manage those expectations. There are three main types of customer expectations - minimum tolerable, acceptable, and desired/ideal. Acceptable expectations represent an adequate level of service while desired expectations are the customer's wishes. Customer expectations are influenced by personal needs, alternatives, past experiences, and situational factors. A company must understand customer expectations and the "zone of tolerance" around acceptable service levels to consistently meet and hopefully exceed expectations through reliable service and customer relationship management. Exceeding expectations can create loyal customers but also raises expectations over time.
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2. consumer behanior in service
The document discusses consumer behavior in the context of services. It outlines the Gap Model of Service Quality which focuses on the difference between customer expectations and perceptions. There are four key gaps within organizations that can inhibit quality service delivery. The document also discusses how consumer evaluation processes differ for goods versus services depending on their search, experience, and credence properties. It provides categories for consumer decision making and evaluation of services, including information search, evaluation of alternatives, purchase and consumption, which involves viewing service provision as a drama with roles and scripts.
Customerexpectation 161201061152
This document discusses customer service expectations. It begins by defining customer expectations and the different types or levels of expectations customers can have, including desired, adequate, and minimum tolerable expectations. It then examines factors that influence both desired expectations and adequate expectations, such as personal needs, perceived alternatives, and company communications. Finally, it discusses some current issues related to customer expectations, such as how to address unrealistic expectations, whether companies should try to exceed expectations, and if expectations continually escalate over time. The key is for companies to meet and ideally exceed customer expectations better than the competition to stay ahead.
Managing Customer Expectations
Excellent customer service and high customer satisfaction must start with understanding customer expectations. Whether your customers are internal (i.e., HR, Finance, Marketing business users) or external, you need to know who your customers are and what their goals are before launching any business initiative. If not, you’ll never win. Pulling from her industry experience in Government, Legal, Education and Healthcare, Strategic Engagement Manager Shannon Duplessis will use the Sparkhound Assessment Model (SAM) approach to show how to assess client needs, agree upon desired expectations and results, and then develop the right KPIs (Key Performance Indicators) to measure success.
Customer expectation- Zone of Tolerance
Customer expectations are beliefs about the level and quality of service that will be provided, which act as standards against which customer satisfaction is judged. These expectations are influenced by word of mouth, personal needs, past experiences, and advertising. Customer expectations fall along a zone of tolerance, with adequate service being the minimum accepted, desired service being the goal, and anything exceeding expectations delighting the customer.
Customer expectation
This document discusses customer service expectations and how to manage them. It defines customer expectations as beliefs about service delivery that serve as standards against which performance is judged. There are different types of expectations including desired, adequate, and minimum tolerable levels. Factors that influence expectations are discussed, such as internal customer factors, external situational factors, and supplier controlled factors like advertising and pricing. The document provides strategies for managing expectations during the pre-purchase, service encounter, and post-purchase phases. It also discusses how exceeding customer expectations through approaches like building customer relationships and underpromising can help delight customers.
Service focus and service encounters
This document discusses service focus and encounters. It defines four types of service focuses: 1) service focused, 2) market focused, 3) service and market focused, and 4) unfocused. It also discusses how unfocused service operations can achieve benefits of focus through business focus and operational focus. Service encounters are defined as moments of truth where customers interact with the service. Characteristics, types, and variables complicating encounters are described. Four elements of service encounters - customer, service provider, delivery system, and physical evidence - are outlined. Scripts are discussed as outlines for expected customer experiences. Functions and problems of scripting are also summarized.
CUSTOMER EXPECTATION AND SATISFACTION
The document discusses customer expectations and satisfaction. It states that customers expect certain things from businesses and those that can identify and meet customer expectations will have the highest levels of customer satisfaction. It also notes that customer expectations are dynamic and can change based on various factors. The key to customer satisfaction is meeting or exceeding their expectations through good customer service. The document provides some common customer expectations like fast and friendly service as well as tips for identifying specific customer expectations through surveys. Meeting expectations leads to benefits like loyal customers, increased sales, and more referrals.
Customer satisfaction and service quality
The purpose of this presentation is to obtain a better understanding of the extent to which service quality is delivered within the service sector service by drawing on front-line employees (FLE) and customer perceptions of service quality. The PPT shown how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major service sector department.
Customer as co producer in services
Customers act as co-producer in service industry and their level of participation can effect service delivery. Self service technologies have changed the way customers were being served.
Customer Expectation and Service Excellence - Final
Sid Gupta has over 20 years of experience in the Indian Armed Forces and private sector business leadership roles. He has served as Commander in the Indian Armed Forces and held executive roles such as Group CEO and Business Director for technology companies. Currently he works as a business consultant, helping companies improve customer service and business operations.
Services marketing2821
The document discusses customer perceptions of service quality and satisfaction. It identifies key factors that influence customer satisfaction such as product/service quality and attributes, emotions, and fairness. Increased customer retention and positive word-of-mouth are outcomes of high customer satisfaction. The five dimensions of service quality - reliability, responsiveness, tangibles, empathy and assurance - are also examined. Critical incidents in service encounters that lead to customer satisfaction or dissatisfaction are explored. Effective service recovery strategies like acting quickly and treating customers fairly can help retain unhappy customers.
7 Sm Gaps Model
The Gaps Model proposes that there are 5 gaps between a customer's expected service and their perceived service. Gap 1 is between customer expectations and a company's understanding of those expectations. Gap 2 is between a company's understanding and their service design standards. Gap 3 is between service standards and actual service delivery. Gap 4 is between a company's marketing communications and the service delivered. Gap 5 is between customer expectations and their perceptions of the service received. More recently, 2 additional gaps were proposed regarding employees' perceptions of customer expectations.
Customer's expectation & perception of customers
Customers have both expectations and perceptions of the level of service they will receive. Their expectations are influenced by personal needs, past experiences, and promises made by the service provider. Perceptions are formed through service encounters and compared to expectations. If perceptions meet or exceed expectations, the customer will be satisfied. Key aspects of service quality that influence perceptions are reliability, responsiveness, assurance, empathy, and tangibles. Higher customer value relative to costs also leads to greater satisfaction. Satisfied customers are more loyal and help the business grow through positive word-of-mouth.
Great Expectations: Customer Retention Basics
Workshop of core concepts of Customer Loyalty and Retention. Delivered Oct 2011 at the IQPC Customer Loyalty Conference by Derek F Martin.
Service quality
This document discusses service quality and its key aspects. It defines service quality as a customer's judgment of the overall excellence of a service in relation to their expectations. It outlines five dimensions of service quality - reliability, responsiveness, assurance, empathy and tangibles. It also discusses the service quality gap model, which identifies five gaps between customer expectations and perceptions: marketing research, design, conformance, communication, and expectations-perceptions. The document provides solutions to minimize these gaps and improve overall service quality.
Customer satisfaction and service marketing
The document discusses customer satisfaction and service marketing in hospitals. It defines patient satisfaction as the difference between hospital services and patient perceptions, versus patient expectations. The key customer in a hospital is the patient. It also discusses the importance of customer satisfaction for health care providers to maintain high clinical standards while also providing satisfactory service to patients. Some of the factors that can promote demand for health services include availability, accessibility, affordability, promotion avenues, and maintaining quality from the patient's perspective.
Mkt 350, ch 5, consumer perceptions of service
This document discusses customer perceptions of service quality. It defines key concepts like customer satisfaction, service quality, and the five dimensions of SERVQUAL: reliability, assurance, tangibles, empathy and responsiveness. It explains that customer perception is influenced by their expectations and experiences during service encounters. Positive service encounters can increase customer satisfaction, loyalty and revenues, while negative encounters hurt perceptions. The document also outlines strategies for managing customer perceptions through reliable service, employee knowledge and responsiveness.
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Customer expectations are beliefs about the level of service that will be provided. These expectations act as standards that customers use to evaluate service quality. There are two main types of expectations: desired service, which is the ideal level hoped for, and adequate service, which is the minimum tolerable level. Understanding customer expectations is critical for service providers because if performance does not meet or exceed expectations, customers will be dissatisfied. The key is delivering a level of service that falls within customers' "zone of tolerance" between adequate and desired service.
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Customer expectations are beliefs about the level of service that will be provided. There are two types of expectations: desired service, which is the optimal level hoped for, and adequate service, which is the minimum tolerable level. Factors like personal needs, past experiences, available alternatives, and situational factors influence expectations. Gaps can occur when customer expectations do not align with a provider's understanding of them, service design, delivery of service, or communications about the service. Measuring perceptions against expectations on reliability, responsiveness, assurance, empathy, and tangibles can identify service quality issues using the SERVQUAL model. Addressing gaps within the organization is important to improve customer satisfaction.
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Building customer loyalty requires delivering superior quality and customer experience to meet or exceed expectations, as loyal customers are less expensive to serve and more likely to refer others. There are five key dimensions of service quality - reliability, responsiveness, assurance, empathy, and tangibles - against which customers evaluate their experiences. Companies need to understand and close gaps between customer expectations, company perceptions of expectations, service design and delivery to consistently provide a quality experience within customers' zone of tolerance.
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This document discusses a purchase model for services and factors that influence customer expectations. It outlines three phases of service purchase: pre-purchase, service encounter, and post-purchase. In the pre-purchase phase, internal factors like needs/wants, external factors like alternatives, and perceived risk influence decision making. During the service encounter, factors like role theory and service personnel impact quality. In post-purchase, customers evaluate quality, satisfaction, and future behavior. The document also discusses how customer expectations are bounded by a desired level and adequate level, with a zone of tolerance in between. Personal needs, service intensifiers, alternatives, and situational factors shape these expectation levels.
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The document discusses customer expectations of service and how to manage those expectations. There are three main types of customer expectations - minimum tolerable, acceptable, and desired/ideal. Acceptable expectations represent an adequate level of service while desired expectations are the customer's wishes. Customer expectations are influenced by personal needs, alternatives, past experiences, and situational factors. A company must understand customer expectations and the "zone of tolerance" around acceptable service levels to consistently meet and hopefully exceed expectations through reliable service and customer relationship management. Exceeding expectations can create loyal customers but also raises expectations over time.
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The document discusses customer expectations of service, noting that customers hold different types of expectations and that their expectations are influenced by various factors both within and outside a company's control. It also examines issues regarding customer expectations, such as whether companies should try to exceed expectations through delighting customers or simply meet basic expectations. Overall, the document provides a framework for understanding customer expectations of service quality.
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Service quality is defined as meeting or exceeding customer expectations through high performance. SERVQUAL is a framework for measuring service quality across five dimensions: reliability, responsiveness, assurance, empathy and tangibles. There are five gaps between customer expectations and perceptions: 1) manager vs customer expectations, 2) standards vs expectations, 3) delivery vs standards, 4) promises vs delivery, 5) perceptions vs expectations. Strategies to close the gaps include improving communication between managers and customers, setting appropriate quality standards, ensuring delivery meets standards, aligning promises with capabilities, and consistently meeting expectations. Effective customer feedback uses a mix of tools to assess satisfaction, drive improvements and create a customer-centric culture.
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The document discusses service quality and identifies five gaps that can exist between customer expectations and the actual service delivered.
Gap 1 is between customer expectations and management's perception of expectations, which can occur due to lack of market research and communication between management and customers.
Gap 2 is between management's perception of expectations and service quality specifications, which can be caused by lack of management commitment, perception that expectations cannot be met, and absence of clear quality goals.
Gap 3 is between quality specifications and actual service delivery, and can result from role ambiguity/conflict, poor job-person fit, inappropriate supervision, and lack of teamwork.
The document provides remedies to close each gap, such as improving communication, training
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This document discusses customer expectations of services and the factors that influence them. It identifies different types of customer expectations, from the minimum tolerable to ideal expectations. Customer expectations are shaped by both adequate and desired service levels, with a zone of tolerance in between. Personal needs, philosophies, past experiences and word of mouth all contribute to the formation of customer expectations. The document raises issues for companies regarding unrealistic expectations, exceeding customer expectations to delight them, and keeping expectations ahead of competitors.
Running head SERVICE QUALITY IMPROVEMENT .docx
Running head: SERVICE QUALITY IMPROVEMENT 1
SERVICE QUALITY IMPROVEMENT 7
Research Project – Week Two
Chris Davey
BUS 642
Instructor Kurt Diesch
July 6, 2015
Abstract
Service quality improvement has been a critical issue to most business settings, rendering them to provide poor services. They focus on spending a lot of money on ill- conceived services and undermining the best methods to offer their customers with quality services. Excellent service is an important approach because customer’s loyalty and satisfaction is improved. Customers view value as the as the profit acquired from the trouble encountered such as unfriendly employees, high prices, services which are not attractive and locations that are not convenient to them. With excellent services, profit maximization of the company is improved and customer’s burdens on non-price issues are minimized. Prior researches have concentrated on how services can be measured and nature of customer’s expectations without considering the service quality improvement factor (Loshin, 2011).
This research will help to identify and quantify the relationship between service quality and profits. The profit resulting from improved quality can be determined if the expenditure on the service quality can be ascertained. Quality would need to be described by the customer, whereby it should conform to his or her specification. Most company’s view quality as conformance to organization specifications and this research will help to solve this problem by identifying the best methods of delivering quality service. This research will help to address the questions on how to respond to customers and taking care of them to provide the best quality of service (Hernon, 2011). In short, the research paper will examine the service quality –profit link with different measures of service quality being examined by the customers for feedback. The information will be used to determine the best measure for quality and what the profit driver is.
Introduction
Service quality is defined as the difference between customer competence and expectation compared with other dimensions used to measure quality. There are several measures that can be used to evaluate the quality of service by the customer. These are service accessibility, courtesy, reliability, security, competence, credibility, tangibles, responsiveness, communication and understanding of the customer needs. Zeithaml, Parasuraman, and Berry proposed a service quality scale (SERVQUAL), a generic instrument that has 5 areas of service that have a high correlation. Tangibles, responsiveness, empathy, reliability and assurance have been used (Zeithaml & Bitner, 2003)
The model has been used widely to measure customer satisfaction and customer prefe.
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Bandhan Bank was incorporated in 2014 as a wholly owned subsidiary of Bandhan Financial Holdings. It is headquartered in Kolkata and was the first bank set up in eastern India after independence. The bank started with a capital base of over Rs. 2,500 crore and seeks to offer banking products and services to both urban and rural customers across India, with a special focus on eastern and northeastern regions. Its target customers include urban, semi-urban, and rural populations, mainly focusing on women.
Service Quality and Service Performance evaluation
This slideshow explains the concept of customer satisfaction, service quality, customer complaints and recovery management, SERVQUAL model, RATER model
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The document discusses key concepts for understanding customer needs and delivering excellent customer service. It describes how customer expectations are formed based on past experiences and how companies can exceed expectations to increase customer satisfaction. It emphasizes the importance of understanding customer needs, being customer-centered, and delivering superior value in order to build credibility and a good reputation.
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OAC16- CHAPTER 4 -Autosaved-.pptx
1. The document discusses customer perception of service quality and satisfaction. It defines customer satisfaction as a consumer's fulfillment response that is influenced by expectations, product/service attributes, emotions, fairness perceptions and other people. Service quality focuses on five dimensions: reliability, assurance, tangibles, empathy and responsiveness.
2. It describes different types of customer encounters: remote (e.g. websites), phone and face-to-face. Encounters shape customer perceptions and satisfaction levels based on factors like employee behavior, problem resolution and flexibility. Service quality aims to positively influence encounters.
Service quality
This document discusses service quality and the SERVQUAL model. It defines service quality as an assessment of how well a delivered service meets a customer's expectations. The SERVQUAL model measures service quality across five dimensions: responsiveness, assurance, tangibles, empathy, and reliability. It also identifies five gaps that can cause poor service quality if not addressed: the knowledge gap, policy gap, delivery gap, communication gap, and customer gap. Closing these gaps is important for improving customer satisfaction and delivering high quality services.
Pick 4 topics and discusstalk about the topics. No plagiarism wi.docx
Pick 4 topics and discuss/talk about the topics. No plagiarism will use checker tool. Due in 24 hours. Please highlight each topic. Word count 100 words each topic no less. Please put what chapter it is on. Please no repeating in sentences and make it easy to read and understand.
Chapter objectives
This chapter is about how to gain insight into customers’ expectations and
perceptions to create satisfi ed customers.
● What is customer satisfaction?
● What infl uences expectations and perceptions?
● How can expectations and perceptions be ‘managed’?
● How can service quality be operationalised?
● How can managers capture customers’ expectations?
● How can a service be specifi ed?
Chapter 5
Managing customer
expectations and
perceptions
Just as service can be seen from two perspectives, service provided and service received
(see Chapter 1 ), the quality of the service (service quality) can also be defi ned from these
two perspectives, as operational service quality and customer perceived quality. Operational
service quality is the operation’s assessment of how well the service was delivered to its
specifi cation. Customer perceived quality is the customer’s judgement of (satisfaction with)
the quality of the service: their experience, the quality of the ‘products’ and the perceived
benefi ts, compared to their needs and expectations.
In terms of customer perceived quality, operations managers need to understand, and infl uence,
their customers’ expectations to ensure they provide a service that meets or possibly
exceeds those expectations. If, as a result, customers are satisfi ed, or indeed delighted, they
are more likely to become valuable customers who not only use the service again but are
positively disposed towards it and may even recommend it to others (we sometimes refer
to this as their post-purchase intentions). Indeed, customers are the ultimate arbiters of the
quality of the service.
Although the need to satisfy customers is something that almost ‘goes without saying’,
this is precisely the problem with many organisations. Assumptions are made about what
5.1 Introduction
Service Operations Management: Improving Service Delivery, Fourth Edition, by Robert Johnston, Graham Clark, and Michael Shulver. Published by Prentice Hall.
Copyright © 2012 by Pearson Education, Inc.
ISBN 1-323-17409-5
customers really want and, even if customers have been consulted, it may have been such
a long time ago that the information is at best irrelevant, and often positively dangerous.
Professional services, in particular, frequently suffer from an attitude of thinking that they
know best, because they are the experts. This might be true, but this attitude can create blind
spots when dealing with customers.
Understanding what satisfi es and delights customers is something that must be continually
addressed, using a variety of means to ensure that the answers do not fall into wellestablished
patterns because the way the questions are asked does not va.
Service mkting
The document discusses customer perceptions of service quality and key factors that influence customer satisfaction. It outlines the five dimensions of service quality as defined by SERVQUAL: reliability, responsiveness, empathy, assurance, and tangibles. Critical service encounters are described as moments that can determine customer satisfaction and loyalty, with common themes around recovery, adaptability, coping, and spontaneity identified from research.
introduction to service quality
Here are the key causes and solutions to gap 2:
Causes:
- Inadequate service quality specifications and standards
- Lack of integration between departments in developing service standards
Solutions:
- Define clear, measurable service quality standards based on customer expectations
- Involve all departments in developing and agreeing on service standards
- Train employees on service standards and empower them to meet standards
- Monitor service delivery against standards and take corrective action for any gaps
Closing the gap involves setting the right service quality standards based on customer research and ensuring a coordinated effort across departments to deliver to those standards. Regular monitoring and improvement is also important.
Similar to F18f708 Expectations (20)
Service Quality and Service Performance evaluation
Service Quality and Service Performance evaluation
Pick 4 topics and discusstalk about the topics. No plagiarism wi.docx
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F18f708 Expectations
- 1. Amity Business School MBA Class of 2010, Semester III Customer Expectations of Service Prof. P K Bansal
- 5. Zone of Tolerance for Different Service Dimensions Most Important Factors (reliability) Least Important Factors (tangibles) Level of Expectation Adequate Service Desired Service Zone of Tolerance Zone of Tolerance Desired Service Adequate Service As a service dimension increases in importance, zone of tolerance narrows and adequate service levels increase
- 6. Antecedents of Desired Service Lasting Service Intensifiers Personal Needs Zone of Tolerance Desired Service Adequate Service
- 8. Antecedents of Adequate Service Self-Perceived Service Role Situational Factors Perceived Service Alternatives Temporary Service Intensifiers Zone of Tolerance Desired Service Adequate Service Predicted Service
- 12. Antecedents of Desired and Predicted Service Predicted Service Explicit Service Promises Implicit Service Promises Word-of-Mouth Past Experience Zone of Tolerance Desired Service Adequate Service