Service Quality University of Hawaii at Hilo服务质量夏威夷大学希洛.pptVIP

Service Quality Chapter 6 Dimensions of Service Quality Reliability Responsiveness Assurance Empathy Tangibles Reliability Service is accomplished: On time In the same manner (consistently) Without errors Responsiveness Willingness of employees to help customers and to provide prompt service Assurance Knowledge and courtesy of employee Ability of the employee to convey trust and confidence Empathy Provision of caring and individualized attention to the customer Tangibles Appearance of the physical facility Appearance of employees Appearance of communication materials Service Quality For se