Chapter 18 Flashcards Preview

Fashion > Chapter 18 > Flashcards

Flashcards in Chapter 18 Deck (14)
Loading flashcards...
1
Q

Standardized Service:

A

Based on establishing a set of rules and procedures and being sure that they are implemented consistently

2
Q

Personalized Service:

A

Service providers tailor their services to meet each customer’s personal needs

-employees bringing you stuff to try on at the dressing room

3
Q

Customer Evaluations of Service Quality

A

Reliability, Assurance, Responsiveness, Tangibility, Empathy

4
Q

Customer Evaluations of Service Quality: Reliability

A

The ability to perform the service dependably and accurately (e.g., accuracy of billing, meeting promised delivery dates)

5
Q

Customer Evaluations of Service Quality: Assurance

A

The knowledge and courtesy of employees and their ability to convey trust and confidence (e.g., guarantees, warranties, return policies)

6
Q

Customer Evaluations of Service Quality: Tangibility

A

The appearance of physical facilities, equipment, personnel, and communication materials

7
Q

Customer Evaluations of Service Quality: Empathy

A

The caring, individualized attention provided to customers (e.g., personalized service, recognition by name)

8
Q

Customer Evaluations of Service Quality: Responsiveness

A

Providing customer service personnel and sales associates that really want to help customers and provide prompt service

9
Q

Knowledge Gap:

A

knowing what the customer wants.

Customer expectations for service quality Management perceptions of customer expectations

10
Q

Standards Gap:

A
  • setting service goals

- Management perceptions of customer expectations Standards specifying service to be delivered

11
Q

Delivery Gap:

A

meeting and exceeding service goals

Standards specifying service to be delivered Actual service delivered

12
Q

Communication Gap:

A

communicating the service promise

Customer perceptions of service quality retailer communications about service quality

13
Q

How can businesses reduce the delivery gap?

A
  • Provide instrumental and emotional support
  • Provide incentives
  • Improve internal communications
  • Use technology
14
Q

How to reduce the communication gap?

A
  • Realistic commitments

- Managing customer expectations