,TABLE OF CONTENTS
CHAPTER 1: INTRODUCTION ....................................................................................................................... 1
WHAT ARE SERVICES............................................................................................................................................1
SERVICE DOMINANT LOGIC .................................................................................................................................1
EVOLUTION OF SERVICES.....................................................................................................................................2
SERVICE CHARACTERISTICS .................................................................................................................................3
SERVICES TRIANGLE .............................................................................................................................................4
SERVICES MARKETING MIX ..................................................................................................................................5
CHAPTER 2: THE GAPS MODEL .................................................................................................................... 7
CUSTOMER GAP (GAP 5) ......................................................................................................................................7
PROVIDER GAPS...................................................................................................................................................7
CHAPTER 4: CUSTOMER EXPECTATIONS OF SERVICE .................................................................................. 11
TYPES OF EXPECTATIONS .................................................................................................................................. 11
ZONE OF TOLERANCE........................................................................................................................................ 11
FACTORS THAT INFLUENCE EXPECTATIONS ..................................................................................................... 11
MANAGEMENT OF CUSTOMER EXPECTATIONS ............................................................................................... 12
CHAPTER 5: CUSTOMER PERCEPTIONS OF SERVICE .................................................................................... 13
CUSTOMER PERCEPTIONS ................................................................................................................................ 13
CUSTOMER SATISFACTION ............................................................................................................................... 13
SERVICE QUALITY .............................................................................................................................................. 14
DIMENSIONS OF SERVICE QUALITY (RATER) ............................................................................................................... 14
SERVICE ENCOUNTERS...................................................................................................................................... 15
CHAPTER 6: LISTENING TO CUSTOMERS .................................................................................................... 17
CUSTOMER DATABASES AND BIG DATA ........................................................................................................... 17
MARKETING RESEARCH .................................................................................................................................... 17
UPWARD COMMUNICATION............................................................................................................................ 20
CHAPTER 7: BUILDING CUSTOMER RELATIONSHIPS ................................................................................... 21
CUSTOMER RELATIONSHIPS ............................................................................................................................. 21
RELATIONSHIP VALUE ....................................................................................................................................... 22
CHAPTER 8: SERVICE INNOVATION AND DESIGN........................................................................................ 25
SERVICE AND THE INNOVATION & DESIGN PROCESS ....................................................................................... 25
SERVICE BLUEPRINTING.................................................................................................................................... 26
HIGH-PERFORMANCE SERVICE INNOVATIONS................................................................................................. 28
CHAPTER 9: CUSTOMER-DEFINED SERVICE STANDARDS ............................................................................. 29
TYPES OF STANDARDS ...................................................................................................................................... 29
FACTORS FOR APPROPRIATE SERVICE STANDARDS.......................................................................................... 30
DEVELOPMENT OF CUSTOMER-DEFINED STANDARDS .......................................................................................... 30
CHAPTER 10: PHYSICAL AND VIRTUAL SERVICESCAPE ................................................................................ 32
PHYSICAL EVIDENCE ......................................................................................................................................... 32
TYPES OF SERVICESCAPE (TYPOLOGY) .............................................................................................................. 33
STRATEGIC ROLES OF SERVICESCAPE................................................................................................................ 34
SERVICESCAPE EFFECTS ON BEHAVIOUR .......................................................................................................... 34
ENVIRONMENTAL CONDITIONS ....................................................................................................................... 36
PHYSICAL EVIDENCE STRATEGY GUIDELINES.................................................................................................... 36
CHAPTER 11: EMPLOYEES’ ROLES IN SERVICE DELIVERY ............................................................................. 38
SERVICE CULTURE ............................................................................................................................................. 38
IMPORTANCE OF SERVICE EMPLOYEES ............................................................................................................ 38
BOUNDARY SPANNING ROLES .......................................................................................................................... 39
STRATEGIES FOR QUALITY SERVICE DELIVERY .................................................................................................. 41
CHAPTER 12: CUSTOMERS’ ROLES IN SERVICE DELIVERY ............................................................................ 43
IMPORTANCE OF CUSTOMERS ............................................................................................................................ 43
CUSTOMER ROLES ............................................................................................................................................ 44
SELF-SERVICE TECHNOLOGY ..................................................................................................................................... 45
STRATEGIES FOR ENHANCING CUSTOMER PARTICIPATION ....................................................... 46
CHAPTER 14: MANAGING DEMAND AND CAPACITY ................................................................................... 49
, CHAPTER 15: SERVICE RECOVERY .............................................................................................................. 55
IMPACT OF SERVICE FAILURE & RECOVERY ...................................................................................................... 55
CUSTOMER RESPONSES TO SERVICE FAILURES ................................................................................................ 57
CUSTOMER RECOVERY EXPECTATIONS ............................................................................................................ 58
SWITCHING VS. LOYALTY .................................................................................................................................. 59
SERVICE RECOVERY STRATEGIES ...................................................................................................................... 60
SERVICE GUARANTEES...................................................................................................................................... 62
CHAPTER 16: MANAGING SERVICE PROMISES ........................................................................................... 64
COMMUNICATION CHALLENGES (SERVICES) ................................................................................................... 65
STRATEGIES TO OVERCOME CHALLENGES ....................................................................................................... 66
iii
Voordelen van het kopen van samenvattingen bij Stuvia op een rij:
Verzekerd van kwaliteit door reviews
Stuvia-klanten hebben meer dan 700.000 samenvattingen beoordeeld. Zo weet je zeker dat je de beste documenten koopt!
Snel en makkelijk kopen
Je betaalt supersnel en eenmalig met iDeal, creditcard of Stuvia-tegoed voor de samenvatting. Zonder lidmaatschap.
Focus op de essentie
Samenvattingen worden geschreven voor en door anderen. Daarom zijn de samenvattingen altijd betrouwbaar en actueel. Zo kom je snel tot de kern!
Veelgestelde vragen
Wat krijg ik als ik dit document koop?
Je krijgt een PDF, die direct beschikbaar is na je aankoop. Het gekochte document is altijd, overal en oneindig toegankelijk via je profiel.
Tevredenheidsgarantie: hoe werkt dat?
Onze tevredenheidsgarantie zorgt ervoor dat je altijd een studiedocument vindt dat goed bij je past. Je vult een formulier in en onze klantenservice regelt de rest.
Van wie koop ik deze samenvatting?
Stuvia is een marktplaats, je koop dit document dus niet van ons, maar van verkoper nicenotes. Stuvia faciliteert de betaling aan de verkoper.
Zit ik meteen vast aan een abonnement?
Nee, je koopt alleen deze samenvatting voor $8.39. Je zit daarna nergens aan vast.
Straighterline Anatomy & Physiology II LAB BIO 202L Lab 16 The Digestive System Worksheet (New Version 2024) Scored 100%
Voordeelbundel ·
(0)
Grade 12 Biology - Ontario - McGraw-Hill Ryerson Biology Textbook - Summarized Notes & Study Sheets of the Entire Course - Senior Year (Entire Course)
Samenvatting ·
(0)
Economie samenvatting Katern 1 Schaarste en ruil (Pincode)
Tentamen (uitwerkingen) ·
(0)
Test Bank for Clayton's Basic Pharmacology for Nurses, 18th Edition by Willihnganz
Samenvatting ·
(2)
Administrative Law 411 Semester Notes 2020
Samenvatting ·
(1)
Chapter 7: The Utilitarian Approach
Tentamen (uitwerkingen) ·
(0)
ATI PN COMMUNITY HEALTH PROCTORED EXAM (38 VERSIONS, NEW-2023) / PN ATI COMMUNITY HEALTH PROCTORED EXAM / ATI PN PROCTORED COMMUNITY HEALTH EXAM |REAL + PRACTICE EXAM|
Tentamen (uitwerkingen) ·
(0)
SPēD SAPPC: INFOSEC Test Questions with 100% Correct Answers