Book chapter 4 (1)

Question 1

Ensuring high customer satisfaction
six things

Answer 1

1. be customer centric (fit service around me - knowing what I said and calling me back when i have got the time. that would show me im really valued, rather than just offering me a discount
2. Have superior staff
3. Delight the customer
4. Keep your promises
5. Sort out service recovery
6. Build a relationship

Question 2

satisfaction vs service quality

Answer 2

satisfaction is Generally viewed as a broader concept while service quality focuses specifically on dimensions of service

Question 3

perceived service quality is a component of

Answer 3

Customer satisfaction

Question 4

satisfaction

Answer 4

satisfaction is the consumers fulfillment response. It is a judgement that a product or service feature, or the product or service itself, provides a pleasurable level of consumption-related fulfillment

less complex: the customers evaluation of a product or service in terms of whetehr that product or service has met the customers needs and expectations

Question 5

fulfillment

Answer 5

the knowledge that ones needs have been met, satisfaction cal also be related to other types of feelings, depending on the particular context or type of service

Question 6

Contentment

Answer 6

More of a passive response that consumers may associate with service they do not think a lot about or services that they receive routinely over time.

Question 7

customer satisfaction with a product or service is influenced significantly by

Answer 7

The customers evaluation of product or service features.

E.g. For a service such as a resort hotel, important features might include the pool area, access to golf facilities restaurants etc.

Question 8

Consumer emotions

Answer 8

Can affect their perception of satisfaction with products and services. These emotions can be stable, pre-existing emotions for example, mood state or life satisfaction

If youre happy it might influence how you feel about the services you experience

Question 9

perceptions of equity or fairness

Answer 9

customer satisfaction can also be influenced by perceptions of equity and fairness.

Customers ask themselves if they have been treated fairly compared with other customers. notions of fairness are central to customers perceptions of satisfaction with products and services, particularly in service recovery situations

Question 10

what determines customer satisfaction

Answer 10

Product and service features

Consumer emotions

Attributions for service success or failure

Perceptions of equity or fairness

Other consumer, family members and co-workers

Question 11

Service quality (SERVQUAL) dimensions

Answer 11

reliability

Responsiveness

Assurance

Empathy

Tangibles

Question 12

Reliability

Answer 12

Ability to perform the promised service dependably and accurately

Question 13

Responsiveness

Answer 13

Willingness to help ucstomers and provide prompt service

Question 14

Assurance

Answer 14

Employees knowledge and courtesy and their ability to inspire trust and confidence

Question 15

Empathy

Answer 15

Caring, individualised attention given to customers

Question 16

Tangibles

Answer 16

Appearnace of physical facilities, equipment, personnel and written marerials

Question 17

Reliability (delivering promises)

Answer 17

Is the most important determinant of perceptions of service quality

The ability to perform the promised service dependably and accurately.

Question 18

nordic model of service quality

Answer 18

Categorises the dimensions into those relating to technical quality and those relating to functional quality

Technical quality refers to the outcome of the service process such as meal in restaurant and functional refers to the manner in which the service is delivered in terms of the interactions during the service encounter relating to friendliness, care and attention

Question 19

E-service quality

Answer 19

The extent to which a website facilitates efficient and effective shopping, purchasing and delivery.