Suche senden
Hochladen
Services Marketing Chapter 10 Building Customer Loyalty Through Services Quality
•
Als PPT, PDF herunterladen
•
6 gefällt mir
•
1,866 views
Dr. John V. Padua
Folgen
Services Marketing Chapter 10 Building Customer Loyalty Through Services Quality
Weniger lesen
Mehr lesen
Business
Melden
Teilen
Melden
Teilen
1 von 12
Jetzt herunterladen
Empfohlen
Services Marketing Chapter 2 Frameworks for Managing the Customer's Experience
Services Marketing Chapter 2 Frameworks for Managing the Customer's Experience
Dr. John V. Padua
Services Marketing Chapter 3 Plugging Into the Information Age
Services Marketing Chapter 3 Plugging Into the Information Age
Dr. John V. Padua
Services Marketing Chapter 6 Leveraging the People Factor
Services Marketing Chapter 6 Leveraging the People Factor
Dr. John V. Padua
Services Marketing Chapter 1 Understanding Services Marketing
Services Marketing Chapter 1 Understanding Services Marketing
Dr. John V. Padua
Mktg 436 - Chapter 5
Mktg 436 - Chapter 5
MktgRmx
Services Marketing Chapter 4 Planning and Producing the Service Performance
Services Marketing Chapter 4 Planning and Producing the Service Performance
Dr. John V. Padua
Service recovery
Service recovery
Prithvi Ghag
Relationship marketing presentation
Relationship marketing presentation
Afzaal Ali
Empfohlen
Services Marketing Chapter 2 Frameworks for Managing the Customer's Experience
Services Marketing Chapter 2 Frameworks for Managing the Customer's Experience
Dr. John V. Padua
Services Marketing Chapter 3 Plugging Into the Information Age
Services Marketing Chapter 3 Plugging Into the Information Age
Dr. John V. Padua
Services Marketing Chapter 6 Leveraging the People Factor
Services Marketing Chapter 6 Leveraging the People Factor
Dr. John V. Padua
Services Marketing Chapter 1 Understanding Services Marketing
Services Marketing Chapter 1 Understanding Services Marketing
Dr. John V. Padua
Mktg 436 - Chapter 5
Mktg 436 - Chapter 5
MktgRmx
Services Marketing Chapter 4 Planning and Producing the Service Performance
Services Marketing Chapter 4 Planning and Producing the Service Performance
Dr. John V. Padua
Service recovery
Service recovery
Prithvi Ghag
Relationship marketing presentation
Relationship marketing presentation
Afzaal Ali
Services Marketing
Services Marketing
Ch Usman Waheed
Chapter 07 promoting services and educating customers
Chapter 07 promoting services and educating customers
Nardin A
Creating Brand Equity
Creating Brand Equity
MuhammadBasit56
Services marketing
Services marketing
Jags Jagdish
Integrated service marketing communication with example
Integrated service marketing communication with example
Radhika Venkat
New Perspective on Marketing in the Service Economy ( Service Marketing)
New Perspective on Marketing in the Service Economy ( Service Marketing)
Muhammad Ali Khan
Introduction to service marketing
Introduction to service marketing
Rolling Plans Pvt. Ltd.
Ch 7 service marketing2819
Ch 7 service marketing2819
Moeung Phanny
Services distributions
Services distributions
Ankur Kumar
Mktg 436 - Chapter 11
Mktg 436 - Chapter 11
MktgRmx
Chapter 06 setting prices and implementing revenue management
Chapter 06 setting prices and implementing revenue management
Nardin A
Services marketing (ppt slides)
Services marketing (ppt slides)
Dr.N.G.P.Arts and Science College, Coimbatore, India
Building loyalty
Building loyalty
Rodixon94
Mktg 436 - Chapter 3
Mktg 436 - Chapter 3
MktgRmx
Customer expectation
Customer expectation
deepu2000
Services Marketing - Service Positioning
Services Marketing - Service Positioning
Himansu S Mahapatra
Chapter 7 Managing the Customer Mix
Chapter 7 Managing the Customer Mix
Dr. John V. Padua
Distribution in services
Distribution in services
Prithvi Ghag
Mktg 436 - Chapter 4
Mktg 436 - Chapter 4
MktgRmx
Customer value and Satisfaction
Customer value and Satisfaction
Kiran Prasad Naik
Investment Management Mutual Funds and Its Types
Investment Management Mutual Funds and Its Types
Dr. John V. Padua
Chapter 8 Setting Price for a Service Rendered
Chapter 8 Setting Price for a Service Rendered
Dr. John V. Padua
Weitere ähnliche Inhalte
Was ist angesagt?
Services Marketing
Services Marketing
Ch Usman Waheed
Chapter 07 promoting services and educating customers
Chapter 07 promoting services and educating customers
Nardin A
Creating Brand Equity
Creating Brand Equity
MuhammadBasit56
Services marketing
Services marketing
Jags Jagdish
Integrated service marketing communication with example
Integrated service marketing communication with example
Radhika Venkat
New Perspective on Marketing in the Service Economy ( Service Marketing)
New Perspective on Marketing in the Service Economy ( Service Marketing)
Muhammad Ali Khan
Introduction to service marketing
Introduction to service marketing
Rolling Plans Pvt. Ltd.
Ch 7 service marketing2819
Ch 7 service marketing2819
Moeung Phanny
Services distributions
Services distributions
Ankur Kumar
Mktg 436 - Chapter 11
Mktg 436 - Chapter 11
MktgRmx
Chapter 06 setting prices and implementing revenue management
Chapter 06 setting prices and implementing revenue management
Nardin A
Services marketing (ppt slides)
Services marketing (ppt slides)
Dr.N.G.P.Arts and Science College, Coimbatore, India
Building loyalty
Building loyalty
Rodixon94
Mktg 436 - Chapter 3
Mktg 436 - Chapter 3
MktgRmx
Customer expectation
Customer expectation
deepu2000
Services Marketing - Service Positioning
Services Marketing - Service Positioning
Himansu S Mahapatra
Chapter 7 Managing the Customer Mix
Chapter 7 Managing the Customer Mix
Dr. John V. Padua
Distribution in services
Distribution in services
Prithvi Ghag
Mktg 436 - Chapter 4
Mktg 436 - Chapter 4
MktgRmx
Customer value and Satisfaction
Customer value and Satisfaction
Kiran Prasad Naik
Was ist angesagt?
(20)
Services Marketing
Services Marketing
Chapter 07 promoting services and educating customers
Chapter 07 promoting services and educating customers
Creating Brand Equity
Creating Brand Equity
Services marketing
Services marketing
Integrated service marketing communication with example
Integrated service marketing communication with example
New Perspective on Marketing in the Service Economy ( Service Marketing)
New Perspective on Marketing in the Service Economy ( Service Marketing)
Introduction to service marketing
Introduction to service marketing
Ch 7 service marketing2819
Ch 7 service marketing2819
Services distributions
Services distributions
Mktg 436 - Chapter 11
Mktg 436 - Chapter 11
Chapter 06 setting prices and implementing revenue management
Chapter 06 setting prices and implementing revenue management
Services marketing (ppt slides)
Services marketing (ppt slides)
Building loyalty
Building loyalty
Mktg 436 - Chapter 3
Mktg 436 - Chapter 3
Customer expectation
Customer expectation
Services Marketing - Service Positioning
Services Marketing - Service Positioning
Chapter 7 Managing the Customer Mix
Chapter 7 Managing the Customer Mix
Distribution in services
Distribution in services
Mktg 436 - Chapter 4
Mktg 436 - Chapter 4
Customer value and Satisfaction
Customer value and Satisfaction
Andere mochten auch
Investment Management Mutual Funds and Its Types
Investment Management Mutual Funds and Its Types
Dr. John V. Padua
Chapter 8 Setting Price for a Service Rendered
Chapter 8 Setting Price for a Service Rendered
Dr. John V. Padua
Services Marketing Chapter 9 Promoting an Interactive Service Experience
Services Marketing Chapter 9 Promoting an Interactive Service Experience
Dr. John V. Padua
Chapter 1 TQM Introduction to Quality
Chapter 1 TQM Introduction to Quality
Dr. John V. Padua
Quality Function Development
Quality Function Development
Dr. John V. Padua
Client presentation emp
Client presentation emp
EnergyMarketPrice
4362ch11 Sp10
4362ch11 Sp10
University of Central Arkansas
1.consumer psychology
1.consumer psychology
Sameer Mathur
Chapter 9. service marketing
Chapter 9. service marketing
Jags Jagdish
Marketing Research Introduction
Marketing Research Introduction
Dr. John V. Padua
Principle Management Chapter 9 Management Information Systems
Principle Management Chapter 9 Management Information Systems
Dr. John V. Padua
BUS110 Chap 14 - Pricing Goods and Services
BUS110 Chap 14 - Pricing Goods and Services
Deborah Oronzio
Group 2 objectives of pricing new design
Group 2 objectives of pricing new design
Pavankumar H K
How should a company set prices initially for product or services?
How should a company set prices initially for product or services?
Bhaskar Jyoti Bora
Marketing Management Chapter 7 Brands
Marketing Management Chapter 7 Brands
Dr. John V. Padua
Business Process Benchmarking
Business Process Benchmarking
Dr. John V. Padua
Mkt 350, ch 8, service recovery
Mkt 350, ch 8, service recovery
Fardeen Ameen
Marketing Research: Introduction to Writing and Parts of a Research
Marketing Research: Introduction to Writing and Parts of a Research
Dr. John V. Padua
Principles of Management Controlling
Principles of Management Controlling
Dr. John V. Padua
Organizational Behavior Chapter 6
Organizational Behavior Chapter 6
Dr. John V. Padua
Andere mochten auch
(20)
Investment Management Mutual Funds and Its Types
Investment Management Mutual Funds and Its Types
Chapter 8 Setting Price for a Service Rendered
Chapter 8 Setting Price for a Service Rendered
Services Marketing Chapter 9 Promoting an Interactive Service Experience
Services Marketing Chapter 9 Promoting an Interactive Service Experience
Chapter 1 TQM Introduction to Quality
Chapter 1 TQM Introduction to Quality
Quality Function Development
Quality Function Development
Client presentation emp
Client presentation emp
4362ch11 Sp10
4362ch11 Sp10
1.consumer psychology
1.consumer psychology
Chapter 9. service marketing
Chapter 9. service marketing
Marketing Research Introduction
Marketing Research Introduction
Principle Management Chapter 9 Management Information Systems
Principle Management Chapter 9 Management Information Systems
BUS110 Chap 14 - Pricing Goods and Services
BUS110 Chap 14 - Pricing Goods and Services
Group 2 objectives of pricing new design
Group 2 objectives of pricing new design
How should a company set prices initially for product or services?
How should a company set prices initially for product or services?
Marketing Management Chapter 7 Brands
Marketing Management Chapter 7 Brands
Business Process Benchmarking
Business Process Benchmarking
Mkt 350, ch 8, service recovery
Mkt 350, ch 8, service recovery
Marketing Research: Introduction to Writing and Parts of a Research
Marketing Research: Introduction to Writing and Parts of a Research
Principles of Management Controlling
Principles of Management Controlling
Organizational Behavior Chapter 6
Organizational Behavior Chapter 6
Ähnlich wie Services Marketing Chapter 10 Building Customer Loyalty Through Services Quality
Service quality in tourism and hospitality
Service quality in tourism and hospitality
Endalamaw Kindie
Service quality in tourism and hospitality.pptx
Service quality in tourism and hospitality.pptx
Endalamaw4
4362ch10 Sp10
4362ch10 Sp10
University of Central Arkansas
TQM
TQM
Saiqa Hashmi
Service quality management
Service quality management
Jayakrishnan V
Chapter 3- Service quality and productivity.pdf
Chapter 3- Service quality and productivity.pdf
OshadiVindika
Customer Satisfaction in Shared Services
Customer Satisfaction in Shared Services
ScottMadden, Inc.
SERVQUAL.pptx
SERVQUAL.pptx
kushi64
5. servqual sm unit 2
5. servqual sm unit 2
SachinKukreja6
Chapter 9 quality issue for mice event
Chapter 9 quality issue for mice event
Pavit Tansakul
Customer Service Excellence
Customer Service Excellence
Kathryn Larkin
Service quality & productivity
Service quality & productivity
Keval Goyani
servicequalityproductivity-170509054659.pdf
servicequalityproductivity-170509054659.pdf
OshadiVindika
Services Marketing - Service Quality Dimensions
Services Marketing - Service Quality Dimensions
Himansu S Mahapatra
Customer defined standard
Customer defined standard
Binod Sinha
Retail management 15
Retail management 15
Anand Vatsa
service quality-models-ppt
service quality-models-ppt
subroto36
Service quality
Service quality
Vijyata Singh
334444174-QUALITY-MANAGEMENT-PPT-pptx.pptx
334444174-QUALITY-MANAGEMENT-PPT-pptx.pptx
Wassim Mansour
eFolder Partner Chat Webinar — Designing Your First Managed Services Contract
eFolder Partner Chat Webinar — Designing Your First Managed Services Contract
eFolder
Ähnlich wie Services Marketing Chapter 10 Building Customer Loyalty Through Services Quality
(20)
Service quality in tourism and hospitality
Service quality in tourism and hospitality
Service quality in tourism and hospitality.pptx
Service quality in tourism and hospitality.pptx
4362ch10 Sp10
4362ch10 Sp10
TQM
TQM
Service quality management
Service quality management
Chapter 3- Service quality and productivity.pdf
Chapter 3- Service quality and productivity.pdf
Customer Satisfaction in Shared Services
Customer Satisfaction in Shared Services
SERVQUAL.pptx
SERVQUAL.pptx
5. servqual sm unit 2
5. servqual sm unit 2
Chapter 9 quality issue for mice event
Chapter 9 quality issue for mice event
Customer Service Excellence
Customer Service Excellence
Service quality & productivity
Service quality & productivity
servicequalityproductivity-170509054659.pdf
servicequalityproductivity-170509054659.pdf
Services Marketing - Service Quality Dimensions
Services Marketing - Service Quality Dimensions
Customer defined standard
Customer defined standard
Retail management 15
Retail management 15
service quality-models-ppt
service quality-models-ppt
Service quality
Service quality
334444174-QUALITY-MANAGEMENT-PPT-pptx.pptx
334444174-QUALITY-MANAGEMENT-PPT-pptx.pptx
eFolder Partner Chat Webinar — Designing Your First Managed Services Contract
eFolder Partner Chat Webinar — Designing Your First Managed Services Contract
Mehr von Dr. John V. Padua
PQT - Total Productive Maintenance
PQT - Total Productive Maintenance
Dr. John V. Padua
Chapter 3 Total Quality Management - Total Quality in Organizations
Chapter 3 Total Quality Management - Total Quality in Organizations
Dr. John V. Padua
Marketing Research: Research Format/Template
Marketing Research: Research Format/Template
Dr. John V. Padua
Production and Quality Tools: The Basic Seven Quality Tools
Production and Quality Tools: The Basic Seven Quality Tools
Dr. John V. Padua
Production and Quality Tools: Seven Quality Tools and Introduction to Statistics
Production and Quality Tools: Seven Quality Tools and Introduction to Statistics
Dr. John V. Padua
Production and Quality Tools: The 7 Basic Quality Tools
Production and Quality Tools: The 7 Basic Quality Tools
Dr. John V. Padua
Marketing Management Products Goods and Services
Marketing Management Products Goods and Services
Dr. John V. Padua
Principles of Management Chapter 6 Directing
Principles of Management Chapter 6 Directing
Dr. John V. Padua
Principles of Management Chapter 5 Staffing
Principles of Management Chapter 5 Staffing
Dr. John V. Padua
Marketing Management Positioning
Marketing Management Positioning
Dr. John V. Padua
Investment Management Stock Market
Investment Management Stock Market
Dr. John V. Padua
Investment Management Share/Stock Market
Investment Management Share/Stock Market
Dr. John V. Padua
Investment Management Risk and Return
Investment Management Risk and Return
Dr. John V. Padua
Marketing Management Chapter 4 Targeting
Marketing Management Chapter 4 Targeting
Dr. John V. Padua
Chapter 2 Facilities Management
Chapter 2 Facilities Management
Dr. John V. Padua
Principles of Management Chapter 4 Organizing
Principles of Management Chapter 4 Organizing
Dr. John V. Padua
Investment Management Risk and Return
Investment Management Risk and Return
Dr. John V. Padua
Mehr von Dr. John V. Padua
(17)
PQT - Total Productive Maintenance
PQT - Total Productive Maintenance
Chapter 3 Total Quality Management - Total Quality in Organizations
Chapter 3 Total Quality Management - Total Quality in Organizations
Marketing Research: Research Format/Template
Marketing Research: Research Format/Template
Production and Quality Tools: The Basic Seven Quality Tools
Production and Quality Tools: The Basic Seven Quality Tools
Production and Quality Tools: Seven Quality Tools and Introduction to Statistics
Production and Quality Tools: Seven Quality Tools and Introduction to Statistics
Production and Quality Tools: The 7 Basic Quality Tools
Production and Quality Tools: The 7 Basic Quality Tools
Marketing Management Products Goods and Services
Marketing Management Products Goods and Services
Principles of Management Chapter 6 Directing
Principles of Management Chapter 6 Directing
Principles of Management Chapter 5 Staffing
Principles of Management Chapter 5 Staffing
Marketing Management Positioning
Marketing Management Positioning
Investment Management Stock Market
Investment Management Stock Market
Investment Management Share/Stock Market
Investment Management Share/Stock Market
Investment Management Risk and Return
Investment Management Risk and Return
Marketing Management Chapter 4 Targeting
Marketing Management Chapter 4 Targeting
Chapter 2 Facilities Management
Chapter 2 Facilities Management
Principles of Management Chapter 4 Organizing
Principles of Management Chapter 4 Organizing
Investment Management Risk and Return
Investment Management Risk and Return
Kürzlich hochgeladen
PHX May 2024 Corporate Presentation Final
PHX May 2024 Corporate Presentation Final
PanhandleOilandGas
Katrina Personal Brand Project and portfolio 1
Katrina Personal Brand Project and portfolio 1
kcpayne
Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
amitlee9823
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Dipal Arora
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
amitlee9823
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
dlhescort
Falcon's Invoice Discounting: Your Path to Prosperity
Falcon's Invoice Discounting: Your Path to Prosperity
hemanthkumar470700
Russian Call Girls In Rajiv Chowk Gurgaon ❤️8448577510 ⊹Best Escorts Service ...
Russian Call Girls In Rajiv Chowk Gurgaon ❤️8448577510 ⊹Best Escorts Service ...
lizamodels9
Organizational Transformation Lead with Culture
Organizational Transformation Lead with Culture
Seta Wicaksana
Call Girls In Majnu Ka Tilla 959961~3876 Shot 2000 Night 8000
Call Girls In Majnu Ka Tilla 959961~3876 Shot 2000 Night 8000
dlhescort
Quick Doctor In Kuwait +2773`7758`557 Kuwait Doha Qatar Dubai Abu Dhabi Sharj...
Quick Doctor In Kuwait +2773`7758`557 Kuwait Doha Qatar Dubai Abu Dhabi Sharj...
daisycvs
JAYNAGAR CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
JAYNAGAR CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
kapoorjyoti4444
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
Damini Dixit
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
dlhescort
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
lizamodels9
BAGALUR CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
BAGALUR CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
kapoorjyoti4444
How to Get Started in Social Media for Art League City
How to Get Started in Social Media for Art League City
Eric T. Tung
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
Sheetaleventcompany
Phases of Negotiation .pptx
Phases of Negotiation .pptx
nandhinijagan9867
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
amitlee9823
Kürzlich hochgeladen
(20)
PHX May 2024 Corporate Presentation Final
PHX May 2024 Corporate Presentation Final
Katrina Personal Brand Project and portfolio 1
Katrina Personal Brand Project and portfolio 1
Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Falcon's Invoice Discounting: Your Path to Prosperity
Falcon's Invoice Discounting: Your Path to Prosperity
Russian Call Girls In Rajiv Chowk Gurgaon ❤️8448577510 ⊹Best Escorts Service ...
Russian Call Girls In Rajiv Chowk Gurgaon ❤️8448577510 ⊹Best Escorts Service ...
Organizational Transformation Lead with Culture
Organizational Transformation Lead with Culture
Call Girls In Majnu Ka Tilla 959961~3876 Shot 2000 Night 8000
Call Girls In Majnu Ka Tilla 959961~3876 Shot 2000 Night 8000
Quick Doctor In Kuwait +2773`7758`557 Kuwait Doha Qatar Dubai Abu Dhabi Sharj...
Quick Doctor In Kuwait +2773`7758`557 Kuwait Doha Qatar Dubai Abu Dhabi Sharj...
JAYNAGAR CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
JAYNAGAR CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
BAGALUR CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
BAGALUR CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
How to Get Started in Social Media for Art League City
How to Get Started in Social Media for Art League City
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
Phases of Negotiation .pptx
Phases of Negotiation .pptx
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
Services Marketing Chapter 10 Building Customer Loyalty Through Services Quality
1.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 1 Chapter 10 Building Customer Loyalty Through Services Quality
2.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 2 Objectives 1. To examine the concept of customer loyalty with service providers 2. To examine the concept of service quality 3. To discuss how customers evaluate service quality 4. To discuss the role of service guarantees in relation to quality 5. To examine the design of effective service guarantees and their payoff
3.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 3 Introduction • Customer delight occurs when customer expectations are significantly exceeded.
4.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 4 Introduction (cont’d)
5.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 5 What is Service Quality? • Service quality from the provider’s perspective means the degree to which the service’s features conform to the organization’s specifications and requirements; from the customer’s perspective it means how well the service meets or exceeds expectations.
6.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 6 What is Service Quality? (cont’d)
7.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 7 How Customers Evaluate Service Quality • Service quality is more difficult to evaluate than goods quality • Service quality perceptions result from a comparison of consumer expectations with actual service performance • Quality evaluations are not made solely on the outcome of a service; they also involve evaluations of the process of service delivery
8.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 8 How Customers Evaluate Service Quality (cont’d) • SERVQUAL is a scale designed to measure customer perceptions of service quality along five key dimensions: • Reliability • Assurance • Tangibles • Responsiveness • Empathy of the service provider
9.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 9 How Customers Evaluate Service Quality (cont’d)
10.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 10 Why and When to Guarantee a Service • A service guarantee is a promise to compensate customers if the service delivery fails to meet established standards
11.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 11 What Makes an Extraordinary Service Guarantee? • Unconditional • Easy to understand and communicate • Meaningful • Simple to invoke • Easy and quick to collect on (Hart,1988)
12.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 12 How to Design a Service Guarantee • Three major decisions: – Degree of explicitness – Scope of what is covered – Conditions of coverage
Jetzt herunterladen