第7讲顾客定义的服务标准资料.pptVIP

Services Marketing 工商管理学院　张毓峰 Tel(home)Email: yufengzhang626@ 7.CUSTOMER-DEFINED SERVICE STANDARDS 建立适当服务标准的必备因素 Customer-Defined Service Standards Process for Developing Customer-Defined Standards Service Performance Indices Main Factors leading to Provider Gap 2 Company Perceptions of Customer Expectations 建立适当服务标准的必备因素 服务行业的标准化 正式设定的服务质量目标 顾客定义而非公司定义的服务标准 Standardization of Service behaviors and actions（服务行为的标准化） Some managers believe that services cannot be standardized---that customization is essential for providing high-quality service. This view leads to vague and loose stan