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For a service organisation, is measuring service quality the same as measuring customer satisfaction? Give reasons for your answer
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- Suppose a company intends to offer a new service to some of its internal customer. Discuss how the fact that the customer are internal would change the process of managing the four phases of service life cycle.What do customer expectations have to do with service quality?Suppose a company intends to offer a new service to some of its internal customers. Briefly discuss how the fact that the customers are internal would change the process of managing the four phases of the service life cycle.
- True or False: Most importantly, the Internet has empowered customers by letting them vent their rage about bad service—or reward good service—and send their comments around the world with a mouse click. Although a person who has a good customer experience is more likely to talk about it, someone who has a bad experience will talk to less people. The reality is that customers do not merely purchase and use a service; they play an active role in its delivery. Their words and actions affect the quality of their service experiences and those of others, and the productivity of frontline employees. Moreover, one study estimated that one-third of all service problems are caused by the customer. The growing shift to self-service technologies will likely decrease this percentage.Measurable service delivery is required. According to Parasuraman's theory, service quality has five dimensions: tangible, empathic, reliable, responsive, and dependable. How do you apply the Service Quality concept/theory to the 'Accor Group' company's service delivery measurement?Choose five of the dimensions of service quality and for each of them name a servicefirm that you believe competes effectively on this dimension. Explain your answers
- Explain the differences between customer satisfaction and service quality. (Write the answer in 500 words)Choose 1 company or industry and explain how the company uses the Service Quality Gap. (200-250 words). please helpa company intends to offer a new service to some of its internal customers. Briefly discuss how the fact that the customers are internal would change the process of managing the four phases of the service life cycle.
- What exactly are Quality of Service metrics? What is the significance of Quality of Service metrics?Describe the services provided by a firm you do business with (your favorite airline, your favorite restaurant) with respect to service quality. In your mind, has this organization distinguished itself from its competitors on any particular service quality dimension?Service Intangibilty means that customers of a hair salon cannot see their haircuts until after the service is completed, How might a hair stylist use their own personal grooming and choice of work clothing to deal with this issue? Please use no more than 2 bullet points for your answer