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Figure 4.1 Customer satisfaction. Figure 4.2 The satisfaction continuum. Figure 4.3 Simplified gap model. Table 4.1 Reasons for gaps. Figure 4.4 Range of expectations. Figure 4.5 Range of expectations and the zone of tolerance or acceptable outcomes. - PowerPoint PPT Presentation
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Slide 4.1
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.1 Customer satisfaction
Slide 4.2
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.2 The satisfaction continuum
Slide 4.3
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.3 Simplified gap model
Slide 4.4
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Table 4.1 Reasons for gaps
Slide 4.5
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.4 Range of expectations
Slide 4.6
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.5 Range of expectations and the zone of tolerance or acceptable outcomes
Slide 4.7
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.6 Expectations – key influences
Slide 4.8
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.7 Service quality and its factors
Slide 4.9
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.8 Delighting and dissatisfying factorsAdapted from Lockwood, Andrew (1994) ‘Using service incidents to identify quality improvement points’, International Journal of Contemporary Hospitality Management, 6 (1/2) 75–80. Reprinted by permission ofEmerald Group Publishing Limited, www.emerald insight.com/ijchm.htm.
Slide 4.10
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.9 Four types of factors for a bank
Slide 4.11
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.10 Delight versus dissatisfactionAdapted from Johnston, Robert (1995) ‘The determinants of service quality: satisfiers and dissatisfiers’, International Journal of Service Industry Management, 6 (5) 53–71. Reprinted by permission of Emerald GroupPublishing Limited, www.emerald insight.com/ijsim.htm.
Slide 4.12
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.11 Importance of various aspects of a hotel – staff and guests
Slide 4.13
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.12 Managing perceptions during the processAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46–61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.
Slide 4.14
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.13 Managing perceptions at a clinicAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46–61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.
Slide 4.15
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.14 Adequate performance satisfies the customerAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46–61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.
Slide 4.16
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.15 Using enhancers to delight the customerAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.
Slide 4.17
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.16 A dissatisfying outcomeAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.
Slide 4.18
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.17 Enhancers compensate for failureAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.
Slide 4.19
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.18 Dissatisfaction shifts the zone of toleranceAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.
Slide 4.20
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.19 Delight shifts the zone of toleranceAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.
Slide 4.21
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.20 Service Excellence
Slide 4.22
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.21 Assignment of relative importance of service factors – patients
Slide 4.23
Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009
Figure 4.22 Assignment of relative importance of service factors – staff