Chapter 4 customers perceptions of service Flashcards

1
Q

service quality

A

the focus of an evaluation reflects the customer’s perception

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2
Q

perceived service quality

A

a component of service quality

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3
Q

customer satisfaction

A

customers evaluation of a product or service in terms of whether or not it has met the customer expectations

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4
Q

reliability

A

delivering on promises

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5
Q

responsiveness

A

being willing to help

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6
Q

assurance

A

inspiring trust and confidence

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7
Q

empathy

A

treating customers as individuals

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8
Q

tangibles

A

representing the service physically and virtually

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9
Q

perceived service quality

A

the evaluation of a customer about the overall performance of the service

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10
Q

SERVQUAL

A

aim is to make expectations as experiences measurable

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11
Q

ServPerf

A

measure what customers have the factor experienced. Expectations are left out

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12
Q

convergent validity

A

do the questions measure what they have to measure?

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13
Q

discriminant validity

A

this describes the extent to which the 5 distinct dimensions actually can be seen as 5 unrelated dimensions

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14
Q

predictive/ concurrent validity

A

the extent to which differences between 2 groups have been shown

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15
Q

service encounters

A

where promises are kept or broken, namely during the interaction of the customers with the firm

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