How to deal with Change in Perceptions in SERVQUAL?

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Theresa
Service quality perceptions and expectations may change over time. How can Servqual deal with the dynamics of changing customer expectations? (...) Read more? Sign up for free

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  Melvin
 

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
 

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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