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.