How to deal with Change in Perceptions in SERVQUAL?

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How to deal with Change in Perceptions in SERVQUAL?
Service quality perceptions and expectations may change over time. How can Servqual deal with the dynamics of changing customer expectations?

Change in perceptions
It is absolutely true that perceptions and expectations may change over time - and they should for the better - however the opposite is often true - in dealing with the dynamics look at what the gap analysis is saying - where does the opportunity for improvements reside in a specific gap or gaps - apply the PARETO principle - identify what the 20% is and how it is create 80% of the gap(s) - i'm busy piloting and developing SERVQUAL modified

Vaughn Ashford, Member
You need to understand the root causes of the changes over time, to understand how to react/proact - critical to generate positive outcomes to the changes. SERVQUAL is part of the requirements for succesful service profit chain implementation.



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