Describe in brief the most important dimensions of service quality
The most important dimensions of service quality are the following:
1) Time: How much time must a customer wait?
2) Timeliness: Will a service be performed when promised?
3) Completeness: Are all items in the order included?
4) Courtesy: Do frontline employees greet each customer cheerfully?
5) Consistency: Are services delivered in the same fashion for every customer, and
every time for the same customer?
6) Accessibility and convenience: Is the service easy to obtain?
7) Accuracy: Is the service performed right the first time?
8) Responsiveness: Can service personnel react quickly and resolve unexpected
problems?
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Classifying costs into one of four hierarchical levels can facilitate the identification of relevant costs. Place an "X" in the appropriate column to classify the following costs as Unit-level, Batch-level, Product-level, and Facility level.
What will be an ideal response?
Which of the following is a disadvantage of ethnocentrism?
A. It requires a great deal of centralized control over managers. B. Increased tendencies to impose the management style of the parent company. C. It is inappropriate during the early phases of international expansion. D. Cross-cultural adjustment problems of managers and their families.
Which type of power refers to recognition of one's knowledge, skills, and ability?
a. Expert. b. Legitimate. c. Reward. d. Referent. e. Coercive.
Which of the following industry types will not benefit greatly from the application of MRP?
A. Assemble-to-stock B. Manufacture-to-order C. Fabricate-to-order D. Assemble-to-order E. None of these