Customer satisfaction and Service quality
by Willem Hoebergen
1. Service Quality
1.1. Attitude formed at long term
1.2. Overall evaluation on firm's performance
2. Adequate service
2.1. Transitoriy service intensifiers
2.2. Percieved services alternatives
2.3. Self perceived service role
2.4. Situational factors
3. Desired service
3.1. Explicit promises
3.2. Implicit promises
3.3. Word of mouth communication
3.4. Past Experience
4. Customer expectations
4.1. Predicted service
4.2. Desired service
4.3. Perceived service superiority
4.4. Adequate service
4.5. Perceived service adequacy
5. Customer Satisfaction Measurements
5.1. Indirect measures
5.2. Direct measures
5.3. Approaches
5.3.1. The 100 Form
5.3.2. Very dissatisfied/satisfied apporach
5.3.3. The combined approached
6. Customer satisfaction ratings
6.1. Customer genuinly satisfied
6.2. Response bias
6.3. Data collection method
6.4. Context of the question
6.5. Timing of the question
6.6. Second desirability bias
6.7. Mood
7. Service Gap
7.1. Knowledge gap
7.1.1. Research orientation
7.1.2. Upward communication
7.2. Standard gap
7.2.1. No culture for service quality
7.2.2. Can0t measure quality
7.2.3. Employee behaviors
7.3. Delivery gap
7.3.1. Willingness to perform
7.3.2. Employee-job fit
7.3.3. Role conflict
7.3.4. Role ambiguity
7.3.5. Dispersion control
7.3.6. Inadequate support
7.4. Communications gap
7.4.1. Overcompromising
7.4.2. Horizontal communication