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18 Cards in this Set
- Front
- Back
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This type of Variability states that customers do not want service at a predictable pattern
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Arrival Variability
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This type of Variability states that the sustomers' desires are not standard
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Request Variability
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This type of Variability states that customers' own abilities to contribute to the service pocess varies
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capability variability
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this type of variability is how much energy the costomer will expend to facilitate the service encounter
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Effort Variability
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This type of variability states that customers vary in their own opinion as to what it means to be treated well
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Subjective variability
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This is the interaction between the service organization, the service provider, and the customer
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Service Encounter
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T/F a professionals efforts should be directed toward explaining HOW something should be done and not WHY should it be done
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FALSE
Should ask WHY |
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____________ is defined by the gap between the expectation for the service and the perception of how it is delivered
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Quality of Service
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Any level of service in the gap between ideal and adequate service is the ___________________
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Zone of Tolerance
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____________ is characterized by the ability to look at all the obvious factors related to the business with the right perspective while not being biased
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Strategic Thinking
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___________ is the process of dealing with and correcting errors and service failures
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Service recovery
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Emotional costs are ameliorated through an ______
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apology
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Psychological costts through ___________ that the system will be fixed
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assurances
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Patient costs in time, Money, and inconvenianca through ______________________
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financial statements
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Interruptions and phone calls are located in what section of the quadrent?
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III
Urgent, Not important |
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where are the basic needs of all humans located in the quadrent?
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II
Important Not Urgent ex. Relationship building, Empowerment |
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What are the 3 D's in Task sorting?
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Do it (if takes <5 min do it now)
Delegate it as much as possible Discard it (say no, scratchi it off your list) |
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Of the 5 standards for evaluating service, which is most highly valued by consumers?
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Reliability
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