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12 Cards in this Set
- Front
- Back
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5 service quality dimensions
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Reliabilty, Responsivness, Assurance, Empathy, and Tangibles
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4 common sources of customer satisfaction or disatisfaction
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Recovery, Adaptability, Spontaneity, coping
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SSTs
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Self Service Technology
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Disatisfying SSTs
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Process Failure, poor design, Customer-driven failure, technology failure
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satisfying SSTs
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Did it job, Better than the alternative, Solved an intesified need.
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4 dimensions customers use to judge a website where they have no problems
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Efficiency, Fullfilment, Reliablity, Privacy
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3 dimensions of Recovery of poor e-service
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Responsivness, Compensation, Contact
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Reliability
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ability to perform reqired service dependably and accuractely
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Responsiveness
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Weelingness to help customers and provide promt sevice
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assurance
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EE knowledge and courtesy and their ability to inspire trust and confidence
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Empathy
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Caring, individualized attention given to customers
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Tangibles
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appearance of physical facilities, equipment, personel and written materials
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