E-Book, Englisch, 36 Seiten
ISBN: 978-3-656-00447-9
Verlag: GRIN Publishing
Format: PDF
Kopierschutz: Kein
The importance for service organisations is twofold: firstly, in the implications entailed in how to choose the most appropriate technique of service quality measurement, and secondly, in how service organisations can influence the perceptions of an individual customer/user in relation to the service encounter he/she is participating in. Empirically, this involves moving away from a standardised model of the same service for everybody to an approach where the best way of achieving excellent performance lies in addressing the subjective needs of an individual customer, providing precisely the specific service that reflects customers/ individuals’ perceptions.
In other words, service is not so much what the business does, per se, but what the customer experiences (Martin 1999i).