Designing and Managing services

3 important questions on Designing and Managing services

Best practices for top service companies

  1. Strategic concept: customer obsessed
  2. Top-management commitment
  3. High standards
  4. Profit tiers
  5. Monitoring system

8 factors that cause customers to switch companies

pricing
inconvenience
core service failure
service encounter failures
response to service failure
competition
ethical
involuntary switching

5 gaps that cause unsuccesful delivery (Service quality model)

  1. consumer expectation - management perception
  2. management perception - service quality specification
  3. service quality specifications - service delivery
  4. service delivery - external communication
  5. perceived - expected service

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