Chapter 4

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Table of Contents

Chapter 4 Customer Perceptions of Service

Satisfaction versus Quality

Customer Perceptions of Service Quality and Customer Satisfaction

Factors Influencing Customer Satisfaction

Outcomes of Customer Satisfaction

Relationship between Customer Satisfaction and Loyalty in Competitive Industries

Service Quality

When can’t accurately evaluate technical quality

The Five Dimensions of Service Quality

PPT Slide

The Service Encounter

Figure 4-4 A Service Encounter Cascade for a Hotel Visit

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Critical Service Encounters Research

Sample Questions for Critical Incidents Technique Study

Common Themes in Critical Service Encounters Research

Recovery

Adaptability

Spontaneity

Coping

Figure 4-6 Evidence of Service from the Customer’s Point of View