Ch 8, 10, 11, 12, 16,17 notes

Ex band aid chapter 12 service health care travel

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Ex. Band-Aid Chapter 12 Service Health Care Travel Banking Service differ from goods Intangible No physical object makes it hard to communicate benefits Inseparable(simultaneity) Production and consumption are simultaneous, meaning the consumer takes part in production.
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Customers participate in and affect the transaction Mass production difficult Decentralized may be essential Heterogeneous Services depend on their employees for quality, which makes consistency difficult to achieve No two services alike Service provider may be reactive and adaptive Perishable Services cannot be saved, and it is challenging to synchronize supply and demand. Services cannot be returned When Services are Assessed Search Quality More often applied to goods, assesses before purchase Mpg for cars Experience Quality Assessed after purchase Haircut Credence Quality Assessed only with appropriate knowledge Appendicitis removal operation Service Quality
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Reliability The ability to perform the service right the first time Dependable Perform the service at the promised time Should have accurate records Should perform the services right at the first time Responsiveness Ability to provide prompt service. Able to tell the consumers exactly when the service is going to be performed Assurance The knowledge and courtesy of employees. Employees should convey trust Empathy Caring, individualized attention to customers. Employees have your best interest at heart Give you individualized attention Operating hours convenient for consumers Tangibles The physical evidence of the service. Up to date equipment is How well employees are dressed
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Visually appealing Facilities should be in line with the service provided there. Gap model of service quality Gap 1 The gap between what customers want and what management thinks customers want Information Gap Close this gap by asking customers and perform market research Gap 2 The gap between what management thinks customers want and the quality specifications that management develops to provide the service. Standardized Gap Management knows what customers want but solution does not work. Close this gap by: Test before implementation Simulation Make sure standards meet customer needs Gap 3 The gap between the service quality specifications and the service that is actually provided Service delivery gap Close gap by: Train employees Get consulting help
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Provide proper equipment Gap 4 The gap between what the company provides and what the customer is told it provides Communication gap Close gap by Do not make false claims Under promise over deliver Gap 5 The gap between the service that customers receive and the service they want. This gap can be positive or negative. As the gaps shrink, service quality improves.
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