[精选]服务质量测量servicequality.pptx

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1、NewWaysofListeningtoLibraryUsers:NewToolsforMeasuringServiceQualityA.ParasuramanUniversityofMiamiWashington,DCNovember4,2005Defining,Assessing,andMeasuringServiceQuality:AConceptualOverview©A.Parasuraman,UniversityofMiami;nottobereproducedordisseminatedwithouttheauthor’spermission2Mul

2、ti-Phase,Multi-Sector,Multi-YearProgramofResearchtoAddresstheFollowingIssuesHowdocustomersperceiveandevaluateservicequality?Whataremanagers’perceptionsaboutservicequality?Dodiscrepanciesexistbetweentheperceptionsofcustomersandthoseofmanagers?Cancustomers’andmanagers’perceptionsbecombi

3、nedintoageneralmodelofservicequality?Howcanserviceorganizationsimprovecustomerserviceandachieveexcellence?©A.Parasuraman,UniversityofMiami;nottobereproducedordisseminatedwithouttheauthor’spermission3DeterminantsofPerceivedServiceQualityExpectedServicePerceivedServiceServiceQualityGapP

4、erceivedServiceQualityWordofMouthPersonalNeedsPastExperienceExternalCommunicationtoCustomers©A.Parasuraman,UniversityofMiami;nottobereproducedordisseminatedwithouttheauthor’spermission4A“GAPS”MODELOFSERVICEQUALITYCustomers’ServiceExpectationsCUSTOMERSERVICEORGANIZATIONServiceQualityGa

5、pCustomers’ServicePerceptionsGAP5Organization’sUnderstandingofExpectationsOrganization’sServiceStandardsOrganization’sServicePerformanceOrganization’sCommunicationstoCustomersMarketInformationGapServicePerformanceGapInternalCommunicationGapServiceStandardsGapGAP1GAP2GAP3GAP4©A.Parasur

6、aman,UniversityofMiami;nottobereproducedordisseminatedwithouttheauthor’spermission5POTENTIALCAUSESOFINTERNALSERVICEGAPS[GAPS1-4]©A.Parasuraman,UniversityofMiami;nottobereproducedordisseminatedwithouttheauthor’spermission6GAP1CustomerExpectationsKeyFactors:Insufficientmarketingresearch

7、InadequateuseofmarketingresearchLackofinteractionbetweenmanagementandcustomersInsufficientcommunicationbetweencontactemployeesandmanagersManagementPerceptionsofCustomerExpectationsLackof“UpwardCommunication”©A.Parasuraman,UniversityofMiami;nottobereproducedordisseminatedwithouttheauth

8、or’sp