Services Marketing
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Chapter 4 : Customer Expectations and Perceptions
Understanding Customer Requirements Customer Expectations Types of Service Expectations
Factors that Influence Customer Expectations of Service
Factors that Influence Customer Expectations of Desired Service Factors that Influence Customer Expectations of Adequate Service Factors that Influence both Desired and Predicted Service Expectations Criteria to Evaluate a Service based on Customers'Service Expectations
Managing Customer Service Expectations
Managing Promises; Reliability Getting it Right the First Time Effective Communication
Exceeding Customer Service Expectations Customer Perceptions
Factors That Influence Customer Perceptions
Service Encounter Service Evidence Image Price
Strategies For Influencing Customer Perceptions
Enhance Customer Satisfaction through Service Encounters Reflect Evidence of Service Communicate and Create a Realistic Image Enhance Customer Perception of Quality and Value through Pricing
Chapter Summary
Delivering quality service consistently gives a
competitive edge to service organizations. It requires an understanding of
customer expectations and the types of expectations. Further, knowledge of
factors influencing the desired service level, adequate service level, and
zone of tolerance will help service organizations consistently meet and
exceed service expectations of customers.
While evaluating service offered by an organization, customers compare
perceived quality of service with the expected quality of service.
Therefore, service organizations should have knowledge about customer
perceptions and the influence of factors such as service encounter, service
evidence, image of the service organization, and price of the service on
customer perceptions.
Service organizations should also attempt to understand the various types of
service encounters like remote, face-to-face, and phone encounters to be
able to understand customer perceptions. They should examine the factors
that influence customer satisfaction/dissatisfaction, like recovery,
adaptability, spontaneity, and coping and innovate strategies to influence
customer perceptions.
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