The document discusses factors that influence customer satisfaction and switching behavior for services. It identifies the top factors that lead customers to switch as pricing, inconvenience, core service failures, service encounter failures, response to service failures, competition, and ethical problems. It also discusses models for determining the five key determinants of service quality: reliability, responsiveness, assurance, empathy, and tangibles. The document notes that increasing customer expectations of what a firm will deliver and decreasing expectations of what a firm should deliver can both improve perceptions of overall service quality according to tests of the dynamic process model. It provides examples of self-service technologies that can be incorporated, such as ATMs, self-service gas pumps, and customization of products.

1. DESIGNING
AND
MANAGING
SERVICES

2. HOW CAN WE IMPROVE SERVICE
QUALITY ?

3. FACTORS LEADING TO
CUSTOMER SWITCHING
BEHAVIOUR
1. PRICING
2. INCONVENIENCE
3. CORE SERVICE FAILURE
4. SERVICE ENCOUNTER
FAILURES
5. RESPONSE TO SERVICE
FAILURE
6. COMPETITION
7. ETHICAL PROBLEMS
8. INVOLUNTARY
SWITCHING

4. MANAGING CUSTOMER EXPECTATION
SERVICE –QUALITY
MODEL

5. 5 DETERMINANTS OF
SERVICE QUALITY
1. RELIABILITY
2. RESPONSIVENESS
3. ASSURANCE
4. EMPATHY
5. TANGIBLES

6. TESTS OF
DYNAMIC PROCESS
MODEL REVEALS
THAT 2 DIFFERENT
TYPE OF
EXPECTATIONS
HAVE OPPOSITE
EFFECT ON
PERCEPTION ON
SERVICE QUALITY

7. 1. INCREASING CUSTOMER EXPECTATION
OF WHAT THE FIRM WILL DELIVER CAN LEAD
TO IMPROVED PERCEPTIONS OF OVERALL
SERVICE QUALITY…
2. DECREASING CUSTOMER EXPECTATIONS
OF WHAT THE FIRM SHOULD DELIVER CAN
ALSO LEAD TO IMPROVED PERCEPTIONS OF
OVERALL SERVICE QUALITY…

8. INCORPORATING SELF-
SERVICE
TECHNOLOGIES (SSTs)
“TO THE TRADITIONAL VENDING
MACHINES WE CAN ADD
AUTOMATED TELLER MACHINES ,
SELF-PUMPING AT GAS STATIONS
INVESTMENT TRADING AND
CUSTOMIZATION OF PRODUCTS AS
A PART OF INCORPORATING SSTs”

10. CREATED BY ELDHOSE ALIAS
, MEC ERNAKULAM ,DURING
AN INTERNSHIP BY PROF .
SAMEER MATHUR , IIM
LUCKNOW
www.IIMInternship.com