How to deal with Change in Perceptions in SERVQUAL?

      
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		            		Theresa, S-Africa
			            
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?
				      
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						            	Melvin, South Africa
												
				                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
				                
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						            	Vaughn Ashford, South Africa
												
				                SERVQUAL

													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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						            	Anonymous
												
				                Dealing with Changing Customer Perceptions in SERVQUAL

													Obviously you re-run a SERVQUAL questionnaire periodically and then compare the scores.
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