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8 Cards in this Set
- Front
- Back
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Services |
Anyintangible offering that involves a deed, performance, or effort that cannot bephysically possessed> |
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4 differences of services and products |
- Intangibility vs Perish-ability - Variability vs Inseparability |
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THEGAP’S MODEL – firm actions |
... |
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KnowledgeGap: |
•Conduct marketing research to determine what customers really want fromyour service •Use common metrics like “service quality” and “zone of tolerance” •Service quality dimensions: Reliability, Responsiveness,Assurance, Empathy, and Tangibles |
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StandardsGap: |
•Set appropriate service levels, extensive frontline employee training,effectively measuring service standards and employee performance |
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DeliveryGap: |
•Frontline employee training, using technology to increase efficiencyand effectiveness, provide incentives/support to employees and partners |
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CommunicationGap: |
•Realistic representation of service offerings |
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3 Important steps to service recovery |
1. Listen to the customer 2. Resolve problems quickly 3. Provide a fair solution |
