Microsoft Word Volume 2 Service and Service Quality Final docx

REFERENCE DIMENSION 
DESCRIPTION
(Johnson, Tsiros, & 
Lancioni, 1995) 
Input Quality 
“the component of consumer’s overall quality evaluations 
that includes consideration of...physical elements and 
other production resources, both tangible and intangible" 
(Johnson et al., 1995, p. 9) (Equipment; facilities; 
employee appearance, knowledge and skills) 
Process Quality 
“refers to the quality of the interaction between provider 
and consumer; that is, how the service is produced” 
(Johnson et al., 1995, p. 9) (Service accessibility and 
availability; provider courtesy, friendliness and 
helpfulness) 
Output Quality 
“A measure of what is produced as a result of providing 
the service. It includes intangible benefits as well as any 
tangible outputs of the service, and most frequently it 
involves a change in the consumer's physical or mental 
state or a change in some possession of the consumer's” 
(Johnson et al., 1995, p. 9) 
REFERENCE DIMENSION 
DESCRIPTION
(Dabholkar, Thorpe, 
& Rentz, 1996) 
Physical Aspects 

Appearance 
“The appearance of the physical facilities” (Dabholkar et 
al., 1996, p. 6) 

Convenience 
“The convenience offered the customer by the layout of 
the physical facilities” (Dabholkar et al., 1996, p. 6) 
Reliability 

Promises 
“Keeping promises” (Dabholkar et al., 1996, p. 7) 

Doing it right 
“Doing the service right”; “availability of merchandise” 
(Dabholkar et al., 1996, p. 7) 
Personal 
Interaction 

Inspiring confidence 
“Service employees inspiring confidence” (Dabholkar et 
al., 1996, p. 7) 

Courteous/helpful 
Service employees being courteous/helpful (Dabholkar et 
al., 1996, p. 7) 
Problem solving 
“Addresses the handling of returns and exchanges as 
well as of complaints. Although this dimension would 
also involve interaction between the customer and the 
employee, it is specifically related to the handling of 
problems and therefore merits a separate dimension” 
(Dabholkar et al., 1996, p. 7) 
Policy 
“This dimension captures aspects of service quality that 
are directly influenced by store policy”; “whether the 
store’s policy is responsive to customers’ needs” 
(Dabholkar et al., 1996, p. 7) 

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Business Service Management White Paper - Volume 2 
Page 36 of 46