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Provider Gap 1
CUSTOMER Expected Service
COMPANY
Part 3 Opener
McGraw-Hill/Irwin 2006 The McGraw-Hill Companies, Inc. All rights reserved.
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Type of Research
Customer Complaint Solicitation Relationship Surveys Post-Transaction Surveys Customer Focus Groups Mystery Shopping of Service Providers Employee Surveys
Figure 6.3
Source: E. Sivadas, Europeans Have a Different Take on CS [Customer Satisfaction] Programs, Marketing News, October 26, 1998, p. 39.
McGraw-Hill/Irwin 2006 The McGraw-Hill Companies, Inc. All rights reserved.
Figure 6.4
O O
Retail Chain
McGraw-Hill/Irwin
= Zone of Tolerance
Computer Manufacturer
McGraw-Hill/Irwin
= Zone of Tolerance
= S.Q. Perception
Figure 6.5
Importance/Performance Matrix
HIGH
High Leverage
Attributes to Improve
Attributes to Maintain
Importance
Low Leverage
Low Leverage
Performance
Fedex
First to win Malcolm Baldridge national quality award in US Multiple quantitative and qualitative research, feedback from sales people, feedback from Customer service Toll free nos for complaints Customer satisfaction studies (2400 telephone intws, 17 domestic service attributes, 22 export service attributes, 8 drop box attributes, 8 service center attributes Satisfaction monitoring at every point of customer interaction
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