1 / 11

Understanding Customer Expectations in Service Delivery

Explore the levels of customer expectations in service, from must-haves to delights, and learn how to meet and exceed them. Discover the Zone of Tolerance and factors influencing desired service to deliver quality experiences.

cgreenwood
Download Presentation

Understanding Customer Expectations in Service Delivery

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Chapter 3 Customer Expectations of Service • Service Expectations: • Beliefs about service delivery that function as standards or reference points against which performance is judged. • customers hold different types of expectations for service performance 3-1

  2. Possible Levels of Customer Expectations 3-2

  3. More about Customer Expectations • Reference points my vary depending on the person and the situation • Knowing what customers expect is critical in delivering quality service • Services are heterogeneous – performance may vary across providers, across EEs from the same providers, and even with the same service EE.

  4. Dual Customer Expectation Levels 3-4

  5. The Zone of Tolerance: the extent to which customers recognize and are willing to accept this variation 3-5

  6. The Zone of Tolerance ← Delights Desired Service Zone of Tolerance ← Desirables Adequate Service ← Musts 3-6

  7. Zones of Tolerance (ZoT) • The range of expectations between desired and adequate… • can be wide or narrow • can change over time • can vary among individuals • may vary with the type of product/service 3-7

  8. Zones of Tolerance for DifferentService Dimensions 3-8

  9. Factors That Influence Desired Service 3-9

  10. Factors That Influence Adequate Service 3-10

  11. Factors That Influence Desired and Predicted Service 3-11

More Related