第九章.ppt

The Customer Gap Gaps Model of Service Quality Gaps Model of Service Quality Provider Gap 1: not knowing what customers expect Provider Gap 2: not having the right service designs and standards Provider Gap 3: not delivering to service standards Provider Gap 4: not matching performance to promises Provider GAP 2 Mapping Mapping/Blueprinting Service Mapping/Blueprinting Figure 8.1Risks of Relying on Words Alone to Describe Services Figure 8.5Service Mapping/Blueprinting (p.196) A tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of view. 从顾客角度详细描画服务系统，顾客接触点以及服务证据的图片或地图。 Figure 8.5Service Mapping/Blueprinting Service Blueprint Components (p.197) Figure 8.6Service Blueprint Components Express Mail Delivery Service 快递服务蓝图 Figure 8.8Overnight Hotel Stay 夜宿旅店服务蓝图 Figure 8.9 Building a Service Blueprint Exercises in class课堂练习 Please read the case of “DIETS TO YOU”. Develop a service blueprint of “DIETS TO YOU”. Identify and explain the key points to make the customers satisfied. QFD: Quality function deployment Figure 8.10House of Quality for Village Volvo McGraw-Hill/Irwin ?2003. The McGraw-Hill Companies. All Rights Reserved Part 3 ALIGNING STRATEGY, SERVICE DESIGN, AND STANDARDS Expected Service Perceived Service GAP Part 1 Opener Perceived Service Expected Service CUSTOMER COMPANY Customer Gap GAP 1 GAP 2 GAP 3 External Communications to Customers GAP 4 Service Delivery Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations Part 1 Opener Part 1 Opener CUSTOMER COMPANY GAP 2 Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations Part 3 Opener Chapter 9 Service Development and Design Challenges of Service Design Service Blueprinting Quality Function Deployment 我要投诉欢乐谷完美风暴08/12/30的主持人，那男的让我们这帮在上面连翻了四个循环，近10分钟，不顾少数人反对，听见有人叫好就再来一次，致使下来后好几个游客都呕吐了。包括我，后面的游戏都没办法玩了。那个完美风暴的主持人好像今天很兴奋，问还要不要来一次，听见有人叫可以