1 / 23

Figure 4.1 Customer satisfaction

Figure 4.1 Customer satisfaction. Figure 4.2 The satisfaction continuum. Figure 4.3 Simplified gap model. Table 4.1 Reasons for gaps. Figure 4.4 Range of expectations. Figure 4.5 Range of expectations and the zone of tolerance or acceptable outcomes.

abram
Download Presentation

Figure 4.1 Customer satisfaction

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Figure 4.1 Customer satisfaction

  2. Figure 4.2 The satisfaction continuum

  3. Figure 4.3 Simplified gap model

  4. Table 4.1 Reasons for gaps

  5. Figure 4.4 Range of expectations

  6. Figure 4.5Range of expectations and the zone of tolerance or acceptable outcomes

  7. Figure 4.6 Expectations – key influences

  8. Figure 4.7Service quality and its factors

  9. Figure 4.8 Delighting and dissatisfying factorsAdapted from Lockwood, Andrew (1994) ‘Using service incidents to identify quality improvement points’, International Journal of Contemporary Hospitality Management, 6 (1/2) 75–80. Reprinted by permission ofEmerald Group Publishing Limited, www.emerald insight.com/ijchm.htm.

  10. Figure 4.9Four types of factors for a bank

  11. Figure 4.10 Delight versus dissatisfactionAdapted from Johnston, Robert (1995) ‘The determinants of service quality: satisfiers and dissatisfiers’, International Journal of Service Industry Management, 6 (5) 53–71. Reprinted by permission of Emerald GroupPublishing Limited, www.emerald insight.com/ijsim.htm.

  12. Figure 4.11Importance of various aspects of a hotel – staff and guests

  13. Figure 4.12Managing perceptions during the processAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46–61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

  14. Figure 4.13Managing perceptions at a clinicAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46–61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

  15. Figure 4.14Adequate performance satisfies the customerAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46–61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

  16. Figure 4.15Using enhancers to delight the customerAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

  17. Figure 4.16 A dissatisfying outcomeAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

  18. Figure 4.17 Enhancers compensate for failureAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

  19. Figure 4.18Dissatisfaction shifts the zone of toleranceAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

  20. Figure 4.19Delight shifts the zone of toleranceAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

  21. Figure 4.20 Service Excellence

  22. Figure 4.21Assignment of relative importance of service factors – patients

  23. Figure 4.22Assignment of relative importance of service factors – staff

More Related