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SQ Revision Crib
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The ‘Gap’ Theory Good service is different things to different people. The skill that service providers need to develop is matching their customer’s perception of the provided service with that of their customer’s expectation. There are only 3 outcomes in the situation of the ‘customer expected/perceived’ quality relationship: · Customer expectations exceeded by perceptions = quality surprise. · Customer expectations met = satisfactory quality. · Customer expectations not met = unacceptable quality. So, what are customer expectations? They are expectations formulated in part or wholly from the following: · Personal needs. · Past experience. · Word of mouth communications. The above will determine the expectations the customer will have of the desired service. The degree to which the service expectations are then met will depend on the perceptions the customer will formulate on the service received. These perceptions will be dependant on the following criteria: · Tangibles – physical amenities, staff, equipment and substance. · Reliability – the performance of service offered in an accurate and dependable manner. · Responsiveness – promptness, and willing when ‘helping’ customers. · Assurance – which will draw from the following attributes: o Credibility – fidelity, integrity and believability of the ‘front-line’ providers.
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Paper Information
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Title: SQ Revision Crib
Words: 926
Rating: None
Pages: 3.7
submitted by: Wulliec
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