SERVICE OPERATIONS
MANAGEMENT
SERVICE QUALITY
,Learning Objectives
By the end of the lecture, students will be able to:
define the concept of service quality
describe the dimensions of service quality
critically discuss the various service quality
models and their implications in the tourism and
hospitality sector
use the service quality gap model to diagnose
quality problems in the tourism and hospitalty
sector
, Service Quality
Quality is a multifaceted concept with definitions
ranging from the manufacturing-based
‘conformance to requirements' to the more
marketing oriented 'fitness for use'.
The concept of perceived service quality has been
developed in the services marketing literature
during the past decade. Based on the work by
Parasuraman et al. (1985, 1988), perceived
service quality is frequently referred to as the
comparison between the customer's expectations
and his/her perceptions of the service provider's
performance.
, Defining Service Quality
Specifications
– Company: Standard operating procedures
– Customer: Personal expectations
– Misalignment of company and customer
specifications can lead to dissatisfaction, even
if the service is delivered as designed
• Effective communication is key in eliminating
misalignment
MANAGEMENT
SERVICE QUALITY
,Learning Objectives
By the end of the lecture, students will be able to:
define the concept of service quality
describe the dimensions of service quality
critically discuss the various service quality
models and their implications in the tourism and
hospitality sector
use the service quality gap model to diagnose
quality problems in the tourism and hospitalty
sector
, Service Quality
Quality is a multifaceted concept with definitions
ranging from the manufacturing-based
‘conformance to requirements' to the more
marketing oriented 'fitness for use'.
The concept of perceived service quality has been
developed in the services marketing literature
during the past decade. Based on the work by
Parasuraman et al. (1985, 1988), perceived
service quality is frequently referred to as the
comparison between the customer's expectations
and his/her perceptions of the service provider's
performance.
, Defining Service Quality
Specifications
– Company: Standard operating procedures
– Customer: Personal expectations
– Misalignment of company and customer
specifications can lead to dissatisfaction, even
if the service is delivered as designed
• Effective communication is key in eliminating
misalignment
