第7講顧客定義的服務(wù)標(biāo)準(zhǔn)(存儲版)
【正文】 action Based surveys behaviors/actions for standards The standards are based on B/A that are very important to customers. The standards cover performance that need to be improved or maintained. The standards cover B/A employees can improve. The standards are accepted by employees. The standards are predictive rather than reactive. The standards are challenging but realistic. Service Performance Indices（ 指數(shù)） Ser Enc Cus Stis Reliability Responsiveness Assurance Empathy Tangibles 1 2 3 4 Overall Sati Summary ? This chapter discussed Provider GAP2,the discrepancy between perceptions of customer expectation and the standards they set to deliver to these expectations. ? Customerdefined standards are at the heart of delivery of service that customer expect:they are link between customer’s expectations and pany actions to deliver to those so requires that panies’ marketing and operations departments work together by using the marketing research as input for operations. ? Unless the operations standards are defined by customer priorities, they are not likely to have an impact on customer perceptions of service. 思考題 7 哪種服務(wù)行業(yè)的標(biāo)準(zhǔn)最難開發(fā)？為什么？請為你了解的某一行業(yè)的公司提供 3條標(biāo)準(zhǔn)，員工會對這些標(biāo)準(zhǔn)如何反應(yīng)？你如何使員工接受？ 依照顧客導(dǎo)向的服務(wù)標(biāo)準(zhǔn)的必要性，公司需要公司導(dǎo)向的標(biāo)準(zhǔn)嗎？公司中的所有標(biāo)準(zhǔn)都可以是顧客導(dǎo)向的嗎？為什么不可以？ 硬標(biāo)準(zhǔn)和軟標(biāo)準(zhǔn)在何區(qū)別？你認(rèn)為員工樂于接受哪種標(biāo)準(zhǔn)，管理層樂于接受哪種標(biāo)準(zhǔn)？為什么？ 想想你最近經(jīng)歷的服務(wù)，繪制出服務(wù)接觸環(huán)節(jié)。 ? Soft measurements: trailer calls and relationship surveys。 :35:4417:35:44January 30, 2023 ? 1他鄉(xiāng)生白發(fā)，舊國見青山。 :35:4417:35Jan2330Jan23 ? 1世間成事，不求其絕對圓滿，留一份不足，可得無限完美。 , Ja
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