service management 4 Flashcards
(8 cards)
1
Q
Explain the 5 dimensions of service quality
A
Refer to notes
2
Q
Where does expectations for service come from?
A
- Word of Mouth
- Personal Needs
- Past Experience
- Marketing Communications
3
Q
Explain the four gaps and how to reduce them in the service quality gap model
A
refer to notes
4
Q
How can quality design be incorporated into the service?
A
refer to notes
5
Q
What is poka-yoke?
A
Poka-yoke means “mistake-proofing” or “foolproofing.”
It refers to simple, low-cost mechanisms or routines that prevent errors before they happen.
- Goal: Prevent errors at the source rather than correcting them after they occur.
- Key Idea: People are not incompetent—errors occur due to interruptions, distractions, or unclear processes.
6
Q
what are the server errors?
A
refer to notes
7
Q
what are the customer errors?
A
refer to notes
8
Q
Why is poka-yoke important in services?
A
- Prevents errors before they affect the customer
- Reduces reliance on inspections or managerial control
- Improves consistency and reliability
- Enhances customer satisfaction through smooth, error-free experiences
