Karten 28 Karten
Lernende 1 Lernende
Sprache Deutsch
Stufe Universität
Erstellt / Aktualisiert 06.09.2021 / 07.09.2021
Lizenzierung Keine Angabe
0 Exakte Antworten 28 Text Antworten 0 Multiple Choice Antworten
Fenster schliessen

service quality GAP Model

GAP 5: Customer Statisfaction

customer perception( Wahrnehmung) <> customer expectation (Erwartung)

Customer statisfaction is a gap are depending on minimizing gaps 1-4 which are associated with the delivery of service

Fenster schliessen

Conjoint Analysis?


the most relevant method to estimate the preference score

model preference with linear regression

Fenster schliessen

use of a conjoint analysis?


product optimization:

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

Fenster schliessen

yield managment

field of capacity managment?

field of demand management?

managing demand:

  • develop reservations systems
  • establishing price incentives (anreize) 

managing capacity:

  • sheduling work shifts
  • part time employees
Fenster schliessen

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).

Fenster schliessen

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

Fenster schliessen

Value Dimension:

  • 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?
Fenster schliessen

Services vs. goods:

Goods = ...

Service = ...

Goods = transfering ownership

Service = renting of ressources