Unformatted text preview: SERVICE QUALITY SERVICE QUALITY OVERSIGHT SERVICE QUALITY IS A SERVICE QUALITY IS A JOURNEYNOT A DESTINATION SERVICE IS WHAT YOU ARE SERVICE IS WHAT YOU ARE SELLING
Most Competing Firms Offer Similiar Services x Prices Are Competitive x Difference Is Service
x SERVICE QUALITY SERVICE QUALITY RELATES DIRECTLY TO PROFITS
Stronger Customer Loyalty x More Repeat Business x Reduce Impact Of "Price Wars" x Ability To Command Higher Prices x Increases Market Share
x "STUMBLING BLOCKS" TO "STUMBLING BLOCKS" TO SERVICE QUALITY
HabitWe've Always Done It This Way x Can't Change Overnight x We're A Small Town Organization x It's Just A Fad x Our People Give Good Service Already...
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This note was uploaded on 09/30/2010 for the course FIN 468 taught by Professor Bexley during the Fall '10 term at Sam Houston State University.
- Fall '10