service quality

service quality

1. WHAT IS SERVICE QUALITY

   • expected service
   • Christian Gronroos approach
     • functional
     • technical
   • 5 areas
     • tangibles
     • reliability
     • responsiveness
     • assurance
     • empathy

2. THE GAP MODEL

   • misunderstanding expectations
     • market research
     • info flows
     • relationships
   • wrong specification
   • failure to deliver
     • problems
     • requirements
   • over promising

3. THE OUTCOMES

   • benefits
   • features