Chapter 5 - 7 Flashcards
What are moments of truth?
Each customer contact is called a
moment of truth.
You have the ability to either satisfy or
dissatisfy them when you contact
them.
A service recovery is satisfying a
previously dissatisfied customer and
making them a loyal customer.
What are the different dimensions of service quality?
Reliability
Responsiveness
Assurance
Empathy
Tangibles
Define Reliability
Perform promised service
dependably and accurately. Example:
receive mail at same time each day.
Define Responsiveness
Willingness to help
customers promptly. Example: avoid
keeping customers waiting for no
apparent reason.
Define Assurance
Ability to convey trust and
confidence. Example: being polite and
showing respect for customer.
Define Empathy
being a good listener.
Define Tangibility
Physical facilities and
facilitating goods. Example:
cleanliness.
What are the different approaches to service recovery?
case-by-case
systematic response
early intervention
substitute service
How does the case by case approach work in service recovery?
addresses each customer’s
complaint individually but could lead to
perception of unfairness.
How does the systematic response work as a service recovery approach?
uses a protocol to
handle complaints but needs prior
identification of critical failure points and
continuous updating.
How does early intervention work as a service recovery approach?
attempts to fix problem
before the customer is affected.
How does substitute service work as a recovery approach?
allows rival firm to provide
service but could lead to loss of customer.
What are the three T’s?
Task
Treatment
Tangibles
