Beruflich Dokumente
Kultur Dokumente
Role of Expectation
Perceived Service
Reliability: Accuracy of billing, meeting promised delivery dates
Assurance (trust): Guarantees and warranties
Tangibility: Appearance of store, salespeople
Empathy: Personalized service, receipt of notes and emails, recognition by name
Responsiveness: Returning calls and emails, giving prompt service
Communication
Gap
Comprehensive studies
Customer Complaints
Providing incentives
Realistic commitments
Listening to customers
Distributive fairness
Procedural fairness