Service Quality Models
Understanding the Customer & Challenges of Customer Service
Service Culture
Service Breakdown & Recovery
Servicescape
100

A series of 5 dimensions used to measure customer satisfaction

RATER

100

Customers increasingly think service providers shouldn not just fulfill their needs, but even anticipate them. This is due to rising customer...

expectations

100

Training employees and giving them the authority to perform service recovery on the spot

Empowerment


100
Something companies should never call customers who complain

Complainers or Difficult Customers

100

How the space is being used - the arrangement of furniture & equipment

Spatial Layout

200

A model that looks at the differences between the customer's expectations and experience of service

GAPS

200

The 4 Types of Customers

Butterflies, Barnacles, Strangers & True Friends

200

Rewards offered by companies to their most frequent customers to encourage them to shop there

Loyalty Programs

200

The hardest thing for companies to do after a service breakdown

Get customers to complain

200

The effect of the spatial layout on service (how well the spatial layout works)

Functionality

300

The ability to perform the promised service dependably and accurately

Reliability

300

The 4 Unique Characteristics of Customer Service

Intangibility, Inseparability, Heterogeneity, Perishability

300

Financial Bonds, Social Bonds, Customized Bonds & Structural Bonds

Retention Strategies

300

An apology, a correction, refund, discount or free item

Service Recovery Strategies

300

Ambient conditions, spatial layout & functionality, signs, symbols & artifacts

Environmental Dimensions

400

The ability of a business to react to changing conditions and needs of customers quickly and effectively

Responsiveness

400

The 6 Global Trends

Experience, Ethical Products, Health Consciousness, Customization, Convenience & Speed, Service Quality

400

A type of marketing that attracts customers, retains them and enhances their satisfaction by making them feel special

Relationship marketing

400

This model/theory says that customers who experienced a service breakdown and a good service recovery may become more loyal than customers who did not experience a service breakdown.

Service Recovery Paradox

400

The 4 Roles of the Servicescape

Packaging, Facilitator, Socializer, Differentiator

500

The only way to close Gap 5: The Customer Gap

Close the other 4 gaps

500

Hofstede's 6 Dimensions

power-distance, individualism (collectivism), masculinity (femininity), uncertainty avoidance, long-term (short-term) orientation, indulgence (restraint)

500

Three staffing challenges companies face when setting up a service culture

Recruiting (finding) Staff, Training Staff, Retaining (keeping) Staff

500

The 5 Steps of Service Recovery

Apology, Urgent Reinstatement, Empathy, Symbolic Atonement, Follow-up

500

The 4 Responses to the Servicescape

Cognitive, Emotional, Physiological, Behavioural

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