ADM 3322 Study Guide - Employee Retention, Jyske Bank, Services Marketing
10 Jul 2014
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Document Summary
The main achievement of jyske bank was their ability to improve quality service and to deliver a service matching perfectly customers" expectations. The gap model of service quality, developed by v. a zeithmal, a. Parasuraman and l. l berry, in delivering quality service: balancing. Customer perceptions and expectations, will help us to understand how. Jyske bank managed to close the gap between customers" expectations and perceptions (the customer gap). Jyske bank managed to close the first gap thanks to a good marketing research orientation. Thus they highlighted that customers" expectations had changed: factors like price, product or location had become basics for customers, who focused more on differentiating factors like bankers" behavior and interest toward customers. Jyske bank also implemented a good upward communication. Finally, the firm developed an effective relationship focus. They first decided to specialized only on two customer segments, danish. Families and small-to-medium-sized companies, and to focus only on people sharing the jyske bank values.
