Posted on by Judy

list/ brifely explain the three major determinants of dersired serivce level Explain the five dimensions U.S customer use determine service quality list 3 sources of customer expectations that are market controlled factors list two types of future expectation research

If you have any queries regarding the answer please let me know in the comments and I will try to get on to it as soon as possible. Also, please like the answer if you think it helped.
If you have any queries regarding the answer please let me know in the comments and I will try to get on to it as soon as possible. Please like the answer if you think it helped.
The three major determinants of desires service level are:-
EXPLICIT AND IMPLICIT SERVICE PROMISES
These are the type of statements presented to the customer usually by the salesperson. This lets people believe the end result of the service of the functionality that the results that they would get and expects that level of service.
WORD OF MOUTH FORM OF COMMUNICATION
Usually, people tell each other if they think they have a better service offering or if their experience was better with a certain product and this creates a level of service expectations in people before they use a product.
PAST EXPERIENCE
If people have used a certain product at some point in time earlier, they start expecting the same level of service or functionality that was previously provided to them.
Five dimensions that US customers use to determine service quality are:-
Reliability (if the performance is adequate)
Tangibles(how the physical surrounding appears to the user. Also called first-hand impressions)
Responsiveness(willingness of a company to provide after-sales support to customers)
Assurance(skill of the employees and quality of the product)
Empathy(how company provide individualised care and support)
Three sources of customer expectation that are market controlled are:-
Options provided by other competitions.
Previous purchase experience of the customer.
Sales promises like support, response and after sale services.
Two types of future expectations research are as follows:-
Dynamic performance expectations (how the functionality of a product would change or improve over time)
Technological expectations (evaluation of the current technology that leads to the higher expectations of the people.
 
“Looking for a Similar Assignment? Get Expert Help at an Amazing Discount!”

What Students Are Saying About Us

.......... Customer ID: 12*** | Rating: ⭐⭐⭐⭐⭐
"Honestly, I was afraid to send my paper to you, but splendidwritings.com proved they are a trustworthy service. My essay was done in less than a day, and I received a brilliant piece. I didn’t even believe it was my essay at first 🙂 Great job, thank you!"

.......... Customer ID: 14***| Rating: ⭐⭐⭐⭐⭐
"The company has some nice prices and good content. I ordered a term paper here and got a very good one. I'll keep ordering from this website."

"Order a Custom Paper on Similar Assignment! No Plagiarism! Enjoy 20% Discount"

Related posts:

  1. Choose any service in the Tuskegee, AL area. Please list the attributes of the service and incorporate the 7 p’s of marketing. Also, provide appropriate justifications and examples. Service Modification and Development Assume the role of Service Marketing Manager of a specialized service center that operates in the neighboring cities of Tuskegee University. List the service attributes of your selected service center and identify the problems associated with each service attribute. Modify each attribute for betterment of the entire service center. Once you are done with the service modification, explain the ways you have incorporated the 7Ps of marketing mix in designing this newly modified customer-oriented service. Provide appropriate justification and example to validate your answer
  2. 1. How are quality of conformance and quality of design related to one another? Can a product achieve quality of design but not quality of conformance? Can the converse be true? 2. How does the concept of quality of design help explain why a product can be very successful in one country, but the same product can fail in another country’s market? 3. Does a product’s price influence the customer’s perception or expectation of a product, or both? In any of these cases, is it a positive or negative influence? 4. What purpose do quality awards serve, beyond their role as a prize to the winning organization? What value can an award program provide organizations that have yet to even compete for that award?
  3. Assignment Patient Care Pharmacy The Patient Care Pharmacy is one of the leading private owned company having a turnover of 10 million rupees in the year 2017. The total number of employees in the pharmacy is 150 and most of them have completed 20-25 years’ service in the pharmacy. The following products are included within the pharmacy in addition to selling of latest drugs for patients. Those are; • Continuing Educations on Prescriptions • Guidance on use of Drugs • Assistance of channeling of specialists • Continuing education The key customer group that the pharmacy provides services to include the senior population housed within the extended and long-term care environments. Customers fully depend on the services of the pharmacy to fulfil their needs and wants in the medical area. Because of the high risk factor of its business, these needs require that the right drug be delivered to the right patient at the right time. Also depending on the customer type, specific delivery requirements may be implemented to better serve the end user. Pharmacy’s dedication and commitment to continuous improvement is evident throughout its internal and external operations. By reflecting on the principles needed to attain quality success across all levels of customers, pharmacy adopted the Quality Policy statement given below; QUALITY POLICY Services and Products that meet or exceed both our internal and external customer expectations leading to complete customer satisfaction resulting in people working together to enhance the lives of those served. Since the Pharmacy has employees with different expertise in the medical area, at times, multifaceted work teams are formed through cross-functional approaches to complete the task(s) at hand. The Pharmacy is providing 24 hours round the clock service, 365 days a year is supported by an integrated IT system with web enabling customer service application called Track-it to report specific information on customer issues for companywide resolution. Moreover, all activities of the pharmacy are handled through this system. Pharmacy noted that advantages of e-commerce of service include quicker customer service response time for all areas of service including placing the order, pharmacist’s review, delivery, and billing of the product. Pharmacy faces key strategic challenges from the rapidly evolving financial structure of health care, a shortage of licensed pharmacists, the evolution of medical practice, and employee retention at all levels. These as well as future challenges are always balanced with the responsibility to the stakeholders. 1. How might the various definitions of quality apply to the Patient Care Pharmacy 2. How are the principles of total quality reflected in Patient Care Pharmacy’s Quality Policy and its operations? 3. Given the nature of Patient Care Pharmacy’s and the challenges it faces, discuss how a total quality approach can help the company meet the challenges and improve its ability to provide the services its customers need.
  4. Assignment Patient Care Pharmacy The Patient Care Pharmacy is one of the leading private owned company having a turnover of 10 million rupees in the year 2017. The total number of employees in the pharmacy is 150 and most of them have completed 20-25 years’ service in the pharmacy. The following products are included within the pharmacy in addition to selling of latest drugs for patients. Those are; • Continuing Educations on Prescriptions • Guidance on use of Drugs • Assistance of channeling of specialists • Continuing education The key customer group that the pharmacy provides services to include the senior population housed within the extended and long-term care environments. Customers fully depend on the services of the pharmacy to fulfil their needs and wants in the medical area. Because of the high risk factor of its business, these needs require that the right drug be delivered to the right patient at the right time. Also depending on the customer type, specific delivery requirements may be implemented to better serve the end user. Pharmacy’s dedication and commitment to continuous improvement is evident throughout its internal and external operations. By reflecting on the principles needed to attain quality success across all levels of customers, pharmacy adopted the Quality Policy statement given below; QUALITY POLICY Services and Products that meet or exceed both our internal and external customer expectations leading to complete customer satisfaction resulting in people working together to enhance the lives of those served. Since the Pharmacy has employees with different expertise in the medical area, at times, multifaceted work teams are formed through cross-functional approaches to complete the task(s) at hand. The Pharmacy is providing 24 hours round the clock service, 365 days a year is supported by an integrated IT system with web enabling customer service application called Track-it to report specific information on customer issues for companywide resolution. Moreover, all activities of the pharmacy are handled through this system. Pharmacy noted that advantages of e-commerce of service include quicker customer service response time for all areas of service including placing the order, pharmacist’s review, delivery, and billing of the product. Pharmacy faces key strategic challenges from the rapidly evolving financial structure of health care, a shortage of licensed pharmacists, the evolution of medical practice, and employee retention at all levels. These as well as future challenges are always balanced with the responsibility to the stakeholders. 1. How might the various definitions of quality apply to the Patient Care Pharmacy 2. How are the principles of total quality reflected in Patient Care Pharmacy’s Quality Policy and its operations? 3. Given the nature of Patient Care Pharmacy’s and the challenges it faces, discuss how a total quality approach can help the company meet the challenges and improve its ability to provide the services its customers need.