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Unit 2

Unit 2 Customer Behavior in service customer expectation of services Timeliness and reliability with accurate follow up total order entry and all communications with customers and total control of defects. A model by Parasuraman and his colleagues identifies five gaps: 1. Consumer expectation - mgt perception gap 2. Mgt expectation - service quality expectation gap 3. Service quality specifications-service delivery gap 4. Expected service perceived service gap 5.

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Sunil Pillai
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93 views15 pages

Unit 2

Unit 2 Customer Behavior in service customer expectation of services Timeliness and reliability with accurate follow up total order entry and all communications with customers and total control of defects. A model by Parasuraman and his colleagues identifies five gaps: 1. Consumer expectation - mgt perception gap 2. Mgt expectation - service quality expectation gap 3. Service quality specifications-service delivery gap 4. Expected service perceived service gap 5.

Uploaded by

Sunil Pillai
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPT, PDF, TXT or read online on Scribd
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Unit 2

Customer Behavior in Service

Customer expectation of services


‡ Timeliness and reliability ‡ Timely and accurate delivery with accurate follow up ‡ Total order entry and all communications with customers and total control of defects ‡ Fulfilling customers orders and follow up on any activity that has gone wrong

Christopher s four key steps in creating a customer service strategy 1. Identifying a service mission 2. Setting customer service objectives 3. Customer service strategy 4. Implementation

Customer perception of services


‡ A model by Parasuraman and his colleagues identifies five gaps: 1. Consumer expectation - mgt perception gap 2. Mgt expectation - service quality expectation gap 3. Service quality specifications-service delivery gap 4. Service delivery external communications to consumer s gap 5. Expected service perceived service gap

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