RMG 303 : Weeks 1 - 5 Overview

• School: Ryerson University
• Department: Retail Management
• Course: RMG 303
• Professor: Frances Gunn

Document Summary

Service quality: more difficult for consumers to evaluate, a comparison between expectations and performance, an evaluation of outcomes & processes www. notesolution. com. Perceived service quality: word of mouth, personal needs, past experience. Factors that in fluence customer expectations of services. The purchase process for services: prepurchase stage (awareness of need, information search, evaluation of. Alternatives: service encounter stage (request service from supplier, service delivery, postpurchase stage (evaluation of performance, future intentions) www. notesolution. com. How customers might evaluate online businesses: accessibility, navigation, design and presentation, content and purpose, currency and accuracy, responsiveness. Gap 1 what the customer expectation (knowledge gap) Gap 2 service design [greetings] (specification gap) Not selecting the right service design and standards: poor service design, absence of customer-driven standards. Gap 3 idea of customer"s expectations but delivery falls through (delivery gap) Not delivering services according to the standard: deficiencies in human resource policies, failure to match supply and demand, customers not fulfilling roles, problems with service intermediaries.