405 ch05
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1
- Dwayne D. Gremler
Customer Perceptions of Service
(Chapter 5)
Customer Satisfaction
influencing factors, outcomes
satisfaction and loyalty
Service Quality
dimensions
Service Encounters
types of encounters
sources of pleasure/displeasure
Strategies for Influencing Customer Perceptions
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- Dwayne D. Gremler
Two Types of Customers
External Customers
Internal Customers
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- Dwayne D. Gremler
Customer Satisfaction
What is it?
Failure to meet needs and expectations usually
results in dissatisfaction.
Satisfaction is thought to be
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- Dwayne D. Gremler
Customer Satisfaction
satisfaction is thought to be influenced by:
satisfaction can only be assessed following
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- Dwayne D. Gremler
Satisfaction and Service Quality
Figure 5.1
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- Dwayne D. Gremler
Outcomes of Customer Satisfaction
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- Dwayne D. Gremler
0%
20%
40%
60%
80%
100%
Very
dissatisfied
Dissatisfied Neither
satisfied nor
dissatisfied
Satisfied Very
satisfied
Satisfaction measure
Lo
yalt
y (
rete
nti
on
)
Source: James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger, The Service Profit Chain, (New York, NY: The Free Press, 1997), p. 83.
Figure 5.4
Customer Satisfaction and Loyalty in
Competitive Industries
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- Dwayne D. Gremler
Service Quality
is “the delivery of
service quality dimensions
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- Dwayne D. Gremler
Dimensions of Service Quality
Service
Quality
Reliability
Responsiveness
Assurance
Empathy
Tangibles
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- Dwayne D. Gremler
Service Quality Dimensions
reliability ( )
responsiveness ( )
assurance ( )
empathy ( )
tangibles ( )
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- Dwayne D. Gremler
Providing service as promised
Dependability in handling customers’ service problems
Performing services right the first time
Providing services at the promised time
Maintaining error-free records
Keeping customers informed as to when services will be performed
Prompt service to customers
Willingness to help customers
Readiness to respond to customers’ requests
RELIABILITY
RESPONSIVENESS
Employees who instill confidence in customers
Making customers feel safe in their transactions
Employees who are consistently courteous
Employees who have the knowledge to answer customer questions
ASSURANCE
Giving customers individual attention
Employees who deal with customers in a caring fashion
Having the customer’s best interest at heart
Employees who understand the needs of their customers
Convenient business hours
EMPATHY
Modern equipment
Visually appealing facilities
Employees who have a neat, professional appearance
Visually appealing materials associated with the service
TANGIBLES
Service Quality (SERVQUAL) Attributes
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- Dwayne D. Gremler
The Service Encounter
is the “moment of truth”
types of encounters:
is an opportunity to: build trust, reinforce quality, increase loyalty
sequential service encounter examples:
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- Dwayne D. Gremler
Check-In
Request Wake-Up Call
Checkout
Bellboy Takes to Room
Restaurant Meal
A Service Encounter Cascade for a
Hotel Visit
Figure 5.5
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- Dwayne D. Gremler
Sources of Pleasure/Displeasure in
Service Encounters
Recovery
Adaptability
Spontaneity
Coping
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- Dwayne D. Gremler
The Evidence of Service from the
Customer’s Point of View
Operational flow of
activities
Steps in process
Flexibility vs.
standard
Technology vs.
human
Tangible
communication
Servicescape
Guarantees
Technology
Contact employees
Customer him/herself
Other customers
Figure 5.7
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- Dwayne D. Gremler
Strategies for Influencing Customer
Perceptions
effective
emphasize
use the
assume ALL
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- Dwayne D. Gremler
DO DON’T
Recovery
Acknowledge problem
Explain causes
Apologize
Compensate/upgrade
Lay out options
Take responsibility
Ignore customer
Blame customer
Leave customer to fend for
him/herself
Downgrade
Act as if nothing is wrong
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- Dwayne D. Gremler
DO DON’T
Adaptability
Recognize the seriousness
of the need
Acknowledge
Anticipate
Attempt to accommodate
Explain rules/policies
Take responsibility
Exert effort to
accommodate
Promise, then fail to follow
through
Ignore
Show unwillingness to try
Embarrass the customer
Laugh at the customer
Avoid responsibility
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- Dwayne D. Gremler
DO DON’T
Spontaneity
Take time
Be attentive
Anticipate needs
Listen
Provide information (even if
not asked)
Treat customers fairly
Show empathy
Acknowledge by name
Exhibit impatience
Ignore
Yell/laugh/swear
Steal from or cheat a
customer
Discriminate
Treat impersonally
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- Dwayne D. Gremler
DO DON’T
Coping
Listen
Try to accommodate
Explain
Let go of the customer
Take customer’s
dissatisfaction personally
Let customer’s
dissatisfaction affect others
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