Service Marketing - Chapter 4 : Customer Perceptions of Service Flashcards Preview

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Flashcards in Service Marketing - Chapter 4 : Customer Perceptions of Service Deck (3)
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1
Q

What is the service quality ?

A

The service quality is the customer’s judgment of overall excellence of the service provided in relation to the quality that was expected.

2
Q

What are the service quality assessments ?

A

Service quality assessments are formed on judgments of :

  • outcome quality
  • interaction quality
  • physical environment quality (fancy of not)
3
Q

The Five dimensions of service quality are :

RATER

A

The Five dimensions of service quality are :

  • Reliability
  • Assurance
  • Tangible
  • Empathy
  • Responsiveness