Chapter 4 Customer Perceptions of Service. Donna J. Hill Associate Professor of Marketing Bradley University Fall 2000. Satisfaction versus Quality. Satisfaction is broader Quality reflects specific dimensions-- reliability, responsiveness, assurance, empathy, and tangibles
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Donna J. Hill
Associate Professor of Marketing
Source: James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger, The Service Profit Chain, (New York, NY: The Free Press, 1997), p. 83.
Ability to perform the promised service dependably and accurately.
Knowledge and courtesy of employees and their ability to convey trust and confidence.
Physical facilities, equipment, and appearance of personnel.
Caring, individualized attention the firm provides its customers.
Willingness to help customers and provide prompt service.
Bellboy Takes to Room
Request Wake-Up Call
A Service Encounter Cascade for an Industrial Purchase
Delivery and Installation
to Service Delivery
to Customer Needs
Actions and Attitudes
to Problem Customers