Customer satisfaction and service quality, Operation Management

Assignment Help:

Customer Satisfaction and Service Quality - Operation Strategy

Although you have seen examples of the dimensions along which companies compete and approaches to operations strategy formulation illustrated by the approaches of Hill , Platts and Gregory and Slack, it is important to consider the dimensions of service quality. The following well known analysis by Parasuraman, Zeithaml and Berry (1985, 1994) is based on a 'gap' or disconfirmation model.

Essentially we are attempting to define customer requirements or service quality. Parasuraman et al describe ten determinants of service quality.


Related Discussions:- Customer satisfaction and service quality

Describe what is the chocolate raw material safety stock, Christian runs a ...

Christian runs a small chocolate shop. He manages his chocolate raw material using a periodic review system. Daily demand has a mean of 100 pounds and standard deviation of 10 poun

Explain quality control, Explain Quality Control. Quality Control: Co...

Explain Quality Control. Quality Control: Control is a system for measuring and inspecting (checking) a phenomenon.  This suggests when to inspect, how often to inspect and h

Explain evaluating corporate contributions, In one paragraph supported by y...

In one paragraph supported by your text and other research, describe the criteria you would use if you were a manager charged with evaluating corporate contributions to decide whet

Explain public sector unions, Public sector unions now account for more tha...

Public sector unions now account for more than half of union members, while the private sector accounts for less than half. Why has this change occurred?

Process charts, Process Charts Process chart is the diagrammatic repr...

Process Charts Process chart is the diagrammatic representation of various tasks and activities in sequence of operation passing through the production process beginning with

Logistics, suggested modification in enhancing logistics system

suggested modification in enhancing logistics system

Case study ramada demonstrates its personal best, I have an assignment this...

I have an assignment this week to read "Ramada Demonstrates its Personal Best" on the 'Companion Website.' Do I have access to questions/answers that go along with that?

Explain what are the hr maturity levels, Provide a broad description of the...

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

Distribution among between affect international businesses, How do differen...

How do differences in income levels and income distribution among nations affect international businesses?

Explain performance appraisals are they necessary, 1.What purpose do they s...

1.What purpose do they serve under a performance management system? 2.Performance appraisals are they necessary or not? 3.What to do if an performance appraisal is unsatisfac

Write Your Message!

Captcha
Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd