Lecture 3 (1)

Question 1

Perceived service quality (PSQ)

Answer 1

The customers assessment of the overall excellence of the service

The customers overall impression of the relative inferiority/superiority of the organization and its services

Question 2

Nordic perspective
Technical quality (outcome9

Answer 2

Measurable aspects of a service

Question 3

Nordic perspective
Functional quality

Answer 3

How the service is delivered

Question 4

Marican approach
Gap model (PZB)

Answer 4

Expected service - Perceived service

Question 5

attitude

Answer 5

you can count on the employees at X being friendly (reliability)

The attitude of Xs employees demonstrates their willingness to help me (responsiveness)

The attitude of Xs employees shows me that they understand my needs (empathy)

Question 6

PSQ vs satisfaction

Answer 6

PSQ refers to the service (the product is of good quality), while satisfaction refers to the customer (i am satisfied)

For satisfaction you have to experience the service for PSQ you dont

PSQ is focused on the “get” components, while satisfaction also consists of the “give” components

PSQ is a cognitive (objective>) construct, while satisfaction is more related to affection (emotion and attitudes) (what is your goal)

Question 7

Fro quality to satisfaction

Answer 7

Expect/perceive PS quality “get”

Combines with

Price “give” to form value which formes satisfaction

Question 8

Two components of PSQ

Answer 8

consumer expectation and perceptions of performance

PSQ = pereptions - expectations

Question 9

Expectations about
Service outcome

Answer 9

Judging the delivered service
Reliability

Question 10

Expectations about Service process

Answer 10

Juding how service is being delivered
Tangibles, responsiveness, assurance and empathy

Question 11

Types of expectations
Should expectation

Question 12

Desired level

Answer 12

Highest achievable level (HAL)

Question 13

Adequate level

Answer 13

Minimum tolerable level (MTL)

Question 14

Will expectations

Answer 14

Estimate, predition

Question 15

Predicted level

Answer 15

Estimated outcome level (EOL)

Question 16

Zone of tolerance

Answer 16

The difference between the types of expectations

Desired level being top and adequate level being min

Question 17

zones of tolerance for important vs non important features

Answer 17

Important has smaller desired service, smaller adequate service and smaller zone of tolerance

Least important features have lower and larger desired service and adequate service and larger
and lower zone of tolerance