What is quality? How do we determine quality?
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Q: #9
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- What is quality? How do we determine quality?
- Differentiate goods from services. How are these related to service products?
- What are the different dimensions for service quality products?
- Identify at least 5 personalities who are pioneers of total quality
management and service quality management. Discuss their significant contributions.
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Solved in 2 steps
- Service quality is an important concept in service marketing. With regards to service quality measurement models / frameworks, however, extant research shows that there is no consensus on the appropriate measurement model. Provide a rationale for this and perform an appraisal of any four service quality measurement models/frameworks highlighting their distinctive features and commenting on the effectiveness of each one of them. Which one would be suited for which industry / sector and why?Why is service quality more difficult to define than product quality? Explain with examples.Discuss the role of service quality in customer satisfaction and loyalty. What strategies can businesses employ to improve and measure service quality?
- XI. You're planning customer support services for Phonic's new smart phone product. Review what you know about your target market and its needs; also think about what Phonic's competitors are offering. Then respond to these three questions about designing and managing services. I. What support services are buyers of smart phone products likely to want and need? II. How can Phonic manage gaps between perceived service and expected service to satisfy customers? III. What post-sale service arrangements must Phonic make and how would you expect these to affect customer satisfaction? Consider how your service strategy will support Phonic's overall marketing effortsWhat are the six key components of a service environment and how does each directly impact customer loyalty and satisfaction?What do customer expectations have to do with service quality?
- Explain ways to measure customer satisfaction Explain what is meant by customer expectations, provide practical examples Discuss the factors involved in service quality and its impact on the businesshow can attention to service quality enhance our success?Explain how service quality is measured and its importance in customer satisfaction and retention.
- analyze the Unilever company. Key features of the product and/or service?Service Quality is an important concept in service marketing. with regard to service quality measurement models / frameworks, however, extant research shows that there is no consensus on the appropriate measurement model. Provide motivation for this and perform an appraisal of any four service quality measurement models/ frameworks highlighting their distinctive features, streangths and weaknesses as well as which service context each one may be applicable. provide a report to management of any chosen firm on these issues.Discuss the importance of service quality in customer satisfaction. How can businesses measure and improve the quality of their services?