Exam3_FC2

Exam3_FC2 - from service failure: Heterogeneous Inseparable...

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Heterogeneous Services
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Applying human and mechanical efforts. Variability of inputs / outputs.
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1. Reliability 2. Responsiven ess 3. Assurance 4. Empathy 5. Tangibles 1. Intangible 2. Inseparable 3. Heterogene ous 4. Perishable
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How services differ from goods: Components of service quality:
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Responsiveness Reliability
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The ability to perform the service right the first time. The ability to provide prompt service.
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Empathy Assurance
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The knowledge and courtesy of employees; trust. Caring, individualized attention to customers.
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1. Attributions 2. Justice 3. Expectations 4. Recovery Tangibles
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The physical evidence of a service. Assessing service failure:
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Attributions; Justice Gap 1
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The difference between service delivery and perceived service. ____ questions who is at fault while ____ is fairness.
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1. Satisfaction 2. Loyalty 3. Intent to repurchase 4. Word-of-mouth Service Recovery Paradox
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Customers whose service failures have been satisfactorily remedied are more satisfied than customers who have never experienced failure. Benefits of recovery
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Unformatted text preview: from service failure: Heterogeneous Inseparable Cant separate service from the person giving it. i.e. two servers at the same place give different service, creating a vastly different experience for customers Product/ Service Continuum Perishable Once time for consumption has past, its lost forever. Almost every product comes bundled with a service because augmenting products with services increases competitiveness; gray area. Justice Attributions i.e. airplane cant take off because of snowstorm (nobodys fault) vs. airplane cant leave runway because the airline would lose money (airlines fault) Compensation equivalent to service failure; includes process because you dont want to spend hours filling out paperwork. Service Recovery Paradox Expectations More likely to be forgiving of high-quality firms because good service providers engender forgiveness. Assumes people who experience service failure always seek recovery....
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Exam3_FC2 - from service failure: Heterogeneous Inseparable...

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