Services Quality and Recovery Presentation has been Updated
This has been updated to include outcome and process aspects of quality. This is the final update (I promise) until I get through my research assignment. Slide pack is available either here: Service Quality and Recovery.
I am very glad to read this blog, those information you shared give me a lot inspiration.
I think, customer expectation is an important measure of quality of service. Below this level is intolerable, above the level is great or surprising service. However, customer expectation constantly increasing along the raising of service quality day by day，Today, it is great/good service, if we maintain the level of service for a while, tomorrow, it is more likely to become the kind of service for granted. So we have to constantly seek to improved service in an innovative way.
I also agree that customers are willing to give second chance for service recovery if they are treated in justice. The justice theory provides an effective framework to study customer satisfaction and purchase intention and word-of-mouth effect.
I am very glad to read this blog, those information you shared give me a lot inspiration.
ReplyDeleteI think, customer expectation is an important measure of quality of service. Below this level is intolerable, above the level is great or surprising service. However, customer expectation constantly increasing along the raising of service quality day by day，Today, it is great/good service, if we maintain the level of service for a while, tomorrow, it is more likely to become the kind of service for granted. So we have to constantly seek to improved service in an innovative way.
I also agree that customers are willing to give second chance for service recovery if they are treated in justice. The justice theory provides an effective framework to study customer satisfaction and purchase intention and word-of-mouth effect.