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Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 1
Learning Objectives
Integrating service quality and productivity
What is service quality?
The Gaps model
Measuring and improving service quality
Learning from customer feedback
Hard measures of service quality
Chapter 13 - 2
Integrating service
quality and productivity
Chapter 13 - 3
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 4
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 5
Transcendent: experience
User-based:
Value-based:
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 6
Components of Quality:
Service-based
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 8
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 13
MANAGEMENT
Management definition of
these needs
2. Standards Gap
Translation into
design/delivery specs
4. Internal Communications
Gap
3. Delivery Gap
Execution of
design/delivery specs
4.
5. Perceptions Gap
Customer perceptions of
service execution
7. Service Gap
Customer experience
relative to expectations
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 14
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 15
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 16
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 17
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 18
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 19
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 20
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 5
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 14 - 21
Composition of FedExs
Service Quality IndexSQI (Table 14.4)
Failure Type
Weighting
Number of
X
=
Factor
Incidents
Daily
Points
1
5
1
5
1
1
10
10
10
5
5
1
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