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27 Cards in this Set
- Front
- Back
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What is service quality?
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extent of performance to the firm's developed specs
degree of excellence judged in the eyes of the customers and recognized through experience |
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What is the significance of service quality?
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It's the dominant element in the customer's evaluation
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What do customer's evaluate (what are the 5 dimensions of the SERVQUAL model)?
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- reliability
- responsiveness - assurance - empathy - tangibles |
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What's the most important aspect according to Berry, Parasuraman and Zeithalm?
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Reliability
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What are the cultural differences affecting service quality according the Hofstede's Dimensions?
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- power dimensions
- uncertainty avoidance - individualism/collectivism - high vs low context cultures - time orientation |
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What did Furrer, Liu and Sudharshan show?
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The relative importance of the service quality dimensions varies from one culture to another.
- small power distance with individualism = US = reliability and responsiveness - large power distance with collectivism/masculinity = China = assurance and tangibles |
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What is e-service quality?
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The extent to which a website facilitates efficient and effective shopping, purchasing and delivery
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What are the aspects of e-service quality according to zeithalm, parasuraman and malholtra?
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There's:
- 4 core evaluation dimensions - 3 recover evaluation dimensions |
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What are the core evaluation dimensions of e-service quality?
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- efficiency
- fulfillment - reliability - privacy |
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What are the recovery evaluation dimensions of e-service quality?
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- responsiveness
- compensation - contact |
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What is the customer gap?
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Difference between the customer's expected service and the perceived service
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What are the types of provider gaps?
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- Knowledge gap
- service design and standard gap - delivery gap - communication gap |
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What is the knowledge gap?
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Difference between the company perception of consumer expectations and the consumer's actual expectations
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What is the service design and standard gap?
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Difference between the company perception of consumer expectations and the customer-drive service designs and standards
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What is the delivery gap?
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Difference between the consumer service standard and the service delivery
(not delivering to service standard) |
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What is the communication gap?
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The difference between service delivery and external communications to customers
(not matching performance to promises) |
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What are the underlying issues in fluctuations in demand?
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- lack of inventory capability
(perishability / inseparability) - capacity constraints (due to time, equipment, facilities / optimal vs maximum) |
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What are the types of demand fluctuations?
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- predictable / unpredictable
- wide / narrow |
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How do you smooth the peaks and valleys of demand, shift demand to match capacity?
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- vary the service offering
- communication with customers about peak times - differentiate on price |
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How do you adjust capacity to meed demand?
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- stretch/shrink existing capcity
(time, labour, facilities) - align capacity with demand fluctuations |
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How do you align capacity with demand fluctuations?
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- part-time employees
- cross-train employees - outsourcing - reconfiguring facilities - self-service |
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How do you inventory demand?
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- reservations
- waiting lines |
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What's a strategy to match capacity and demand?
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Ask patrons to call if they won't make their reservations
(will you please call if you have to change your plans?) |
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What is the main facet of the psychology of waiting lines?
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how long customers wait (objective) vs how those waits are experienced (subjective)
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What are Maister's propositions for waiting lines?
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- occupied time feels shorter than unoccupied time
- ppl want to get started - anxiety makes waits seem longer - uncertain waits are longer than known/finite waits - unexplained waits are longer than explained waits - unfair waits are longer than explained waits - the more valuable the service, the longer the customer will wait - solo waits feel longer than group waits |
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What is Zhou and Soman's theory on waiting lines?
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effects of the number of ppl behind the person in line on the customer's decision to leave the queue after having spent some time
- more ppl behind, longer they'll stay |
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What violations occur in Zhou and Soman's principles of waiting lines?
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first-order justice:
violation of the FIFO principle decreases satisfaction second-order justice: violation of the expectation of equal amount of time in the queue decreases satisfaction |
