Lecture 3: Perceived Service Quality (PSQ) Flashcards
What are the 2 different qualities in the Noridc perspective on PSQ?
- Technical quality (outcome)
- Functional quality (process)
What are the 2 middle elements in the American GAP model model?
- Perceived Service
- Expected Service
What is the main difference between PSQ and satisfaction?
PSQ refers to the service (the product is of good quality), while satisfaction refers to the customer (I am satisfied)
What is the difference between PSQ and satisfaction on a cognitive/emotional level?
PSQ is a cognitive (objective) construct, while satisfaction is more related to affection (emotions and attitudes)
What two aspects of services are expectations all about?
- Service Outcome
- Service Process
What are the two types of expectations?
- Should Expectations
- Will Expectations
What are the levels covering the “should expectations”?
Desired Level = Highest Achievable Level (HAL)
Adequate Level = Minimum Tolerable Level (MTL)
What is the zone between the adequate service level and desired service level called?
Zone of tolerance
What are factors that influence desired service?
- Enduring service intensifiers (expertise, service philosophy)
- Personal needs
What are factors that influence adequate service?
- Transitory Service Intensifiers
- Perceived Service Alternatives
- Self-Perceived Service Role
- Situational Factors
What are factors that influence desired and predicted service?
- Explicit Service Promises
- Implicit Service Promises
- Word-of-Mouth Third Parties
- Past Experience
What are 4 cognitive antecedents?
- Expectations
- Perception of service quality
- Disconfirmation
- Price
What are 2 affective antecedents?
- Emotions
- Image
What are sources of (Dis-)Satisfcation in service encounters?
- Recovery
- Adaptability
- Coping
- Spontaneity
What happens when satisfiers are presents/absent
Present = special
Absent = normal
