Lecture 7: Process and Personnel Flashcards
What are the determinants to gap 2 (perceived service quality)?
- Bad Standardization of behavior and actions
- Absence of formal process and quality standards
- Not enough attention for the consumer
What are the 4 options of the importance-performance matrix?
- De-emphasize
- Ignore
- Maintain leverage
- Improve trouble
What are the advantages of using the importance-performance matrix?
- Easy to interpret
- Overall view with clear picture for company
- Easy and cheap
What are the disadvantages of using the importance-performance matrix?
- Influence of importance
- Performance (importance correlation)
- Average scores (no segmentation)
- Choice of axes
What is complexity?
The total numbers of steps in a service, each considred along with how hard it is to complete. In simpler terms, it refers to how many taks are involved in a service and how difficult each task is.
Divergence
The freedom that service staff have to meet customer needs or fix their problems this term descirbes how much employees can adapt or change the service process to satisfy customers or address their issues.
What happens when you decrease divergence?
+ Higher Volume
+ Lower Cost-price
+ Franchise
- Inflexibility
- Customization
- Freedom personell
What happens when you increase divergence?
- Customization
+ Higher Price/Margin
+ Flexbility
- Difficult to manage, control and distribute
- Higher demand pers
What happens when you decrease complexity?
- Specialization and limitation
+ Increased efficiency
+ Easy to control
+ Less complex
+ Perceived quality
- Limited product
- Expensive
What happens when you increase complexity?
Extension
+Larger customer base
+Larger share of wallet
- Too complex
- Specialist attack
- Lower overall Quality
What are determinants of gap 3 (perceived service quality)
- Ineffective recruitment
- Role ambiguity and role conflict
- Poor employee-technology job fit
- Inappropriate evaluation and compensation systems
- Lack of empowerment and team work
What are the 4 service personnel conflicts?
- Personnel - Organization
- Personnel - Customer
- Personnel - Personnel
4.; Customer - Customer
What do the 4 service personnel conflicts lead to?
The Service Personnel Conflict
a. multiple demands conflict
b. impression - expression conflict
What is role ambiguity?
When a person does not have enough access to sufficient information to perform his or her role as an employee adequately
How to describe the control model paradigm in one word
Formalization
