'Service quality gap model' presentation slideshows

ISM 270

709 views • 52 slides

Services: Design and Quality

Services: Design and Quality . Chapter 5. Distinctive Characteristics of Services. Customer participation Simultaneity Perishability Intangibility Heterogeneity. Customer Participation. The customer is more involved in the delivery of services than products

574 views • 27 slides

Services: Design and Quality

Services: Design and Quality . Chapter 5. Distinctive Characteristics of Services. Customer participation Simultaneity Perishability Intangibility Heterogeneity. Customer Participation. The customer is more involved in the delivery of services than products

285 views • 27 slides

Service Quality

Service Quality. Learning Objectives. Describe the five dimensions of service quality. Use the service quality gap model to diagnose quality problems. Illustrate how Taguchi methods and poka-yoke methods are applied to quality design. Perform service quality function deployment.

573 views • 25 slides

Service Quality

Service Quality . Chapter 6. Dimensions of Service Quality. Reliability Responsiveness Assurance Empathy Tangibles. Reliability. Service is accomplished: On time In the same manner (consistently) Without errors. Responsiveness.

3.88k views • 20 slides

Service Quality

Service Quality. Chapter 6. Dimensions of Service Quality. Reliability Responsiveness Assurance Empathy Tangibles. Reliability. Service is accomplished: On time In the same manner (consistently) Without errors. Responsiveness.

405 views • 20 slides

Service Quality

Service Quality. Dimensions of Service Quality. Reliability : Perform promised service dependably and accurately. Example : receive mail at same time each day. Responsiveness : Willingness to help customers promptly. Example : avoid keeping customers waiting for no apparent reason. .

581 views • 17 slides