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Five Dimensions Of Verizon Case Study

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Verizon Is a cable company used by thousands. Most of the places I have lived in my life have used either Verizon or Xfinity for their cable service provider. I will never use Verizon for the rest of my life because of the service I received. I started my “contract” in September 2016 and it lasted until May 2016. I was getting my own apartment in Glassboro in which I needed cable and internet. This was my first time really setting up the payment for cable and internet. I have never used a cable service prior. The first impression of the company was over the phone and the last impression of Verizon ended with me paying $130.00 cancellation fee. The servicescape of a company is the physical environment in which the service is performed, delivered, …show more content…

The 5 core service dimensions are tangibles, reliability, responsiveness, assurance, and empathy. These five dimensions help to evaluate service quality. Tangibles are the physical facilities, equipment, employees, and materials for a company. In the case of Verizon, the tangibles of my service were the employee installing the initial service and the items that help transmit my service. Like most cable companies today, Verizon had a sleek cable box and internet router which were black. The employee was very nice, although he was tardy for the service installment. Although he was nice, I also have errands and classes to attend in my every day like, and I did not appreciate the tardiness presented. He explained to me that the apartment complex was difficult to find and navigate around. My zone of tolerance increased after he explained the problem which was good because the tardiness meant that Verizon was not off to a good start early in my experience with …show more content…

After the employee installed the router and television box my cable and internet was up and running. It did not last long. The internet was extremely slow and the television service was not much greater. The cable service did not always work which was stressful for me particularly being a college student. I would constantly call to Verizon to fix the problems. I fixed the issues most of the time, but it was a great inconvenience to my day. Responsiveness is the willingness to provide prompt service and have a willingness to help customers. Verizon's service was not prompt. Verizon would keep me on the phone for a minimum of 45 minutes, most of my time just waiting. The automated machines that would assist customers do not help if your problem is not listed. You will wait on the phone for minutes at a time answering unnecessary questions that are prompted by the

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