What are the seven key criteria you'll have to consider when developing or improving a service.

1. The 7 criteria for
service quality
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2. 1 Professionalism
and skills
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3. “My idea of professionalism is
probably a lot of people's idea
of obsessive.”
– David Fincher, Film Director
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4. 2 Reputation and
credibility
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5. “You can't build a reputation
on what you are going to do.”
– Henry Ford, Industrialist
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6. 3 Servicescape,
the tangibles
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7. “We put all these things
together into a tangible
product that is The Rock N'
Roll Mystery Tour.”
– Nina Blackwood, Disk Jockey
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8. 4 Attitudes and
behavior
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9. “Having a positive mental
attitude is asking how
something can be done rather
than saying it can't be done.”
– Bo Bennet, Senator
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10. 5 Accessibility
and flexibility
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11. “I certainly am interested in
accessibility, clarity, and
immediacy.”
– Paul Muldoon, Poet
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12. 6 Reliability and
trustworthiness
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13. “I believe fundamental honesty
is the keystone of business.”
– Harvey S. Firestone, Businessman
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14. © 2013 AE Partners Oy
7
Service
recovery

15. “It's not how far you fall, but
how high you bounce that
counts.”
– Zig Ziglar, Speaker
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16. Aarni Heiskanen
aepartners.fi
© 2013 AE Partners Oy