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![](/i/favi32.png) Microsoft Word Volume 2 Service and Service Quality Final docxBusiness service management service and service quREFERENCE 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)
Business Service Management White Paper - Volume 2
Page 36 of 46
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