Managing customer expectations and incorporating self-service technologies are two important considerations for improving service quality. Customer expectations are formed from past experiences and word-of-mouth, and comparing perceived service to expected service can lead to gaps. Many in-person interactions are being replaced by self-service technologies which can make transactions more convenient but customers must see clear benefits and feel able to use them. Bored, unhelpful, or slow employees can distract customers and cause them to switch services.

2. 4 HOW CAN WE improve service
quality?

3. The service quality is
tested at each service
encounter

4. Bored, unanswerable or
slow employees distract
customer

5. Customers switch because::-

6. Two important considerations in service
delivery
1. Managing
Customer
Expectations
2. Incorporating
self-service
technologies

7. Managing customer expectations
Customers form service
expectations from many
sources, such as past
experiences, word of mouth, and
advertising
Customers compare the perceived
service with the expected service

8. The causes of unsuccessful delivery
are gaps between:
consumer expectation and management perception
management perception and service-quality specification
service-quality specifications and service delivery
service delivery and external communications
perceived service and expected service

9. Incorporating
Self-Service Technologies

10. Many person-to-person service
interactions are being
replaced by self-service
technologies

11. They can make service
transactions more accurate,
convenient, and faster.

12. Customers must have a clear
sense of their roles
in the SST process, must see
a clear benefit, and must feel
they can actually use it

14. Credits
• https://c2.staticflickr.com/6/5178/5569177877_53809aa18b_b.jpg
• http://www.smithonvoip.com/wp-content/uploads/2013/06/voip-quality-of-service.jpg
• http://www.easyvectors.com/free-vector/image/t/two-ways-concept-sign-signboard-street.jpg
• http://www.haaretz.com/polopoly_fs/1.459583.1345511918!/image/800174838.jpg_gen/deri
vatives/landscape_640/800174838.jpg
• http://www.metisetrade.com/resources/images/products/ad_transaction_icon.jpg
• http://www.quertime.com/wp-
content/uploads/2013/04/best_online_transaction_services_like_paypal.jpg

15. DISCLAIMER
•Created by ANURAG JAIN, NIT ALLAHABAD,
during an internship by Prof. Sameer Mathur,
IIM Lucknow.
• www.IIMInternship.com