Reference no: EM132188792
NO SHORT ANSWERS AND ALSO LIST REFERENCES AND IN-TEXT CITATIONS.
Topic : Service Quality
Recall the last time you had an unsatisfactory encounter with a service provider (IN THE UNITED STATES).
Given the dimensions of service quality, exactly where were the negative gaps between expectations and the actual service?
Next, contrast the unsatisfactory experience with a positive one.
Please answer this discussion using the five SERVQUAL dimensions. Which were met or not met?
TANGIBLES-Appearance of physical facilities, equipment, personnel, and communication materials
RELIABILITY-Ability to perform the promised service dependably and accurately
RESPONSIVENESS-Willingness to help customers and provide prompt service
ASSURANCE-Knowledge and courtesy of employees and their ability to convey trust and confidence
EMPATHY-Caring, individualized attention the firm provides its customers.