第7講顧客定義的服務(wù)標準(已改無錯字)
2023-01-31 02:34:17 本頁面
【正文】 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)的標準最難開發(fā)？為什么？請為你了解的某一行業(yè)的公司提供 3條標準，員工會對這些標準如何反應(yīng)？你如何使員工接受？ 依照顧客導(dǎo)向的服務(wù)標準的必要性，公司需要公司導(dǎo)向的標準嗎？公司中的所有標準都可以是顧客導(dǎo)向的嗎？為什么不可以？ 硬標準和軟標準在何區(qū)別？你認為員工樂于接受哪種標準，管理層樂于接受哪種標準？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)。在每次的互動中，你最大的需求是什么 ?寫下這些需求并用具體的行為和動作表達出來。 ? 靜夜四無鄰，荒居舊業(yè)貧。 , January 30, 2023 ? 雨中黃葉樹，燈下白頭人。 17:35:4417:35:4417:351/30/2023 5:35:44 PM ? 1以我獨沈久，愧君相見頻。 :35:4417:35Jan2330Jan23 ? 1故人江海別，幾度隔山川。 17:35:4417:35:4417:35Monday, January 30, 2023 ?
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