How to deal with Change in Perceptions in SERVQUAL?




SERVQUAL
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18
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.

 
2
Anonymous
 

Dealing with Changing Customer Perceptions in SERVQUAL

Obviously you re-run a SERVQUAL questionnaire periodically and then compare the scores. This will g... Sign up

   

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Special Interest Group

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SERVQUAL
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