Customer statisfaction is a gap are depending on minimizing gaps 1-4 which are associated with the delivery of service
the most relevant method to estimate the preference score
model preference with linear regression
use of a conjoint analysis?
you can detect which product properties are how much relevant for the customers. so you can design your product by the highest average value
you can alos compare your product to a competitors product
field of capacity managment?
field of demand management?
develop reservations systems
establishing price incentives (anreize)
sheduling work shifts
part time employees
Yield management definition:
„Yield management is a comprehensive system to maximize revenue for capacity-constrainted services using reservation systems, overbooking, and partitioning demand.“ (cmp. Bordoloi/Fitzsimmons/fitzsimmons (2019).
What is a protection level and whats the goal of it?
Protection level is the capacity for each segment
Goal is a optimized protection level for maximising the profit / revenue
Functional Value; "saves time"
Economic / Financial Value; "saves money"
Social value; "i am part of the group"
Emotional value; "i feel great when i use it"
Conditional value: waaas das?
Services vs. goods:
Goods = ...
Service = ...
Goods = transfering ownership
Service = renting of ressources
How can service quality measured?
SERVQUAL: multi item scale for measuring the five dimensions of service quality
Walk-through Audit: evaluate the service experience form a customer perspective
the five roles of technology in the service encounter:
A: Technology-free (customer interacts physical with a human service provider)
B: Technology-assisted (only service provider has access to tech - example X-Ray at the dentist)
C: Technology-faciilitated (both of customer and provider have access to the same technology - financial advise on pc)
D:Technology-mediated (not physical or face to face, communication above telephone, distant callcenter etc.)
E: Technology-generated (self-service): the humann service provider is replaced, self service
Bordoloi, S. K. (2019). Service management operations, strategy, information technology (Ninth edition, international student edition). McGraw-Hill Education.
Maisters First Law of Service:
"Customer compare expectations with perceptions"
Satisfaction = Perception - Expectation - If P>E, then customer is satisfied - If P<E, then customer is unsatisfied
David H. Maister: The Psychology of Waiting Lines
Maisters Second Law of Services:
“It is hard to play catch-up ball.”
A bad experience in this first step will influence the whole service experience