服务营销第14章.pptx

;Overview of Chapter 14;Integrating Service Quality and Productivity Strategies;Integrating Service Quality and Productivity Strategies;What is Service Quality?;Different Perspectives of Service Quality;Dimensions of Service Quality;The Gaps Model;Six Service Quality Gaps;Suggestions for Closing theSix Service Quality Gaps;Suggestions for Closing theSix Service Quality Gaps;Suggestions for Closing theSix Service Quality Gaps;Suggestions for Closing theSix Service Quality Gaps;Measuring and Improving Service Quality;Measures of Service Quality;Learning from Customer Feedback;Key Objectives of Customer Feedback Systems;Customer Feedback Collection Tools;Strengths and Weaknesses of Customer Feedback Collection Tools;Analysis, Reporting, and Dissemination of Customer Feedback;Hard Measures of Service Quality;Hard Measures of Service Quality;Control Chart for Departure Delays;Tools to Analyze and Address Service Quality Problems;Tools to Analyze and Address Service Quality Problems;Cause-and-Effect Chart for Flight Departure Delays;;Blueprinting;Return On Quality (ROQ);Service Reliability;Productivity in a Service Context;Service Efficiency, Productivity, and Effectiveness;Improving Service Productivity;Generic Productivity Improvement Strategies;Customer-Driven Strategies to Improve Productivity;Implications of Backstage and Front-Stage Changes for Customers;A Note of Caution on Mere Cost Reduction Strategies;Summary;Summary;Appendix;SERVQUAL;Tools to Analyze and Address Service Quality Problems