According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is Reliability. Reliability is the degree of consistency of a measure. A test will be reliable when it gives the same repeated result under the same conditions.
The moments of interaction between the customer and the service firm are called:
Services that do not meet customer expectations are called service failures. A service failure, simply defined, is service performance that fails to meet a customer s expectations. Typically, when a service failure occurs, a customer will expect to be compensated for the inconvenience in the form of any combination of refunds, credits, discounts or apologies.
The difference between desired service and the level of service considered adequate is known as
The zone of tolerance (ZOT) is defined as “the difference between desired service and the level of service considered adequate”. The difference between these two expectation standards is the tolerance zone.
Service failures involving problematic customer include _________.