Beruflich Dokumente
Kultur Dokumente
Chapter
Figure 4.2
McGraw-Hill/Irwin
Figure 4.3
Desired Service
Adequate Service
McGraw-Hill/Irwin
Figure 4.4
Desired Service
Zone of
Tolerance
Adequate Service
McGraw-Hill/Irwin
Figure 4.5
Level
of
Expectation
Zone
of
Tolerance
Adequate
AdequateService
Service
Desired Service
Zone
of
Tolerance
Adequate Service
Reliability
Tangibles
Source: L. L. Berry, A. Parasuraman, and V. A. Zeithaml, Ten Lessons for Improving Service Quality,
Marketing Science Institute, Report No. 93-104 (May 1993).
McGraw-Hill/Irwin
Figure 4.6
Lasting
Lasting Service
Service
Intensifiers
Intensifiers
Desired Service
Personal
Personal Needs
Needs
Zone
of
Tolerance
Adequate Service
McGraw-Hill/Irwin
Figure 4.7
Desired Service
Perceived
Perceived Service
Service
Alternatives
Alternatives
Self-Perceived
Self-Perceived
Service
Service Role
Role
Zone
of
Tolerance
Adequate Service
Predicted
Predicted
Service
Service
Situational
Situational
Factors
Factors
McGraw-Hill/Irwin
Figure 4.8
Word-of-Mouth
Desired Service
Zone
of
Tolerance
Adequate Service
McGraw-Hill/Irwin
Past Experience
Predicted
Service
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