CUSTOMERPERCEPTIONSOFSERVICE（英文版）-优质课件 .pptxVIP

McGraw-Hill © 2000 The McGraw-Hill Companies Chapter 4 CUSTOMER PERCEPTIONS OF SERVICE Objectives for Chapter 4:Customer Perceptions of Service  Provide you with definitions and understanding of customer satisfaction and service quality Show that service encounters or the “moments of truth” are the building blocks of customer perceptions Highlight strategies for managing customer perceptions of service Figure 4-1Customer Perceptions of Service Quality and Customer Satisfaction Service Quality Reliability Responsiveness Assurance Empathy Tangibles Product Quality Price Personal Factors Cu