Tangibles - customer satisfaction and service quality, Operation Management

Tangibles - Customer Satisfaction and Service Quality

Include the physical evidence of the service: physical facilities, appearance of personnel, tools or equipment used to provide the service, physical representations of the service, such as a plastic credit card or a bank statement and other customers in the service facility.

Operations strategy development in the service sector is of the same genre as those methods already illustrated. Firstly, measure the gaps between current achievement and market requirements. Most service strategies are customer focused and dependent on a strengths and weaknesses analysis. 

The PZB (Parasuraman, Zeithaml and Berry) approach is illustrated in the figure below (Parasuraman et al, 1985). The analysis shown was drawn up after a survey consisting of 12 focus groups and in depth interviews covering four nationally recognised US services firms covering retail banking, credit cards, securities brokerage and product repair and maintenance.

Posted Date: 3/18/2013 3:29:49 AM | Location : United States







Related Discussions:- Tangibles - customer satisfaction and service quality, Assignment Help, Ask Question on Tangibles - customer satisfaction and service quality, Get Answer, Expert's Help, Tangibles - customer satisfaction and service quality Discussions

Write discussion on Tangibles - customer satisfaction and service quality
Your posts are moderated
Related Questions
What are the 5 criteria for evaluating a selection method?

Part 1: A company is using the Economic Order Quantity (EOQ) model to manage its inventories. Suppose its inventory holding cost per unit per year doubles while the annual demand a

"Southwest Airlines" Please respond to the following: Assess how Southwest Airlines culture is different from other airline competitors and the resulting impact on business perf

What are the advantages of studying a sample from the population instead of the studying the entire population though a census?

Common Bond Values at the New Zealand office of AT&T

Provide a broad description of the value of understanding the strategic challenges and opportunities facing the business organization today What are the elements for Developing

Hatten (2009) discusses the of credit. What are they and how do lenders use them? As you consider the possibility of being an entrepreneur, which of the 5 Cs is most important for

What motivates you? What are your needs? How do you attempt to satisfy your motivational needs within your organization? What opportunities does your organization provide to satisf

A company that produces pleasure boats has decided to expand one of its lines. Current facilities are insufficient to handle the increased workload, so the company is considering t

Why do you think the capstone course for the MBA program has a heavy emphasis on ethical decision making?