A Service Quality Model and its Marketing Implications

Grönroos, Christian

doi:10.1108/eum0000000004784

Cited by 4,710 publications

(3,743 citation statements)

References 1 publication

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“…There are relatively few service quality models suitable for use in research with service providers (in contrast to the numerous options for research with customers). Possibilities would include the Nordic Model 30 of technical and functional quality, Rust and Oliver's 31 three component model of service product, delivery and environment and Brady and Cronin's 32 hierarchical model of service quality; and further research in the context of community pharmacy using these models would be of interest.…”

Section: Conclusion and Limitationsmentioning

confidence: 99%

Service quality in community pharmacy: An exploration of determinants

White

Klinner

2012

Research in Social and Administrative Pharmacy

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BACKGROUND: Although various instruments have been developed to measure customer satisfaction with community pharmacy services, there is limited research regarding pharmacy staffs' understanding of service quality and its determinants.OBJECTIVES: This study aimed to explore the perceptions of pharmacy staff regarding the factors which constitute a high level of service quality using the service quality determinants proposed by the Conceptual Model of Service Quality.METHODS: Structured interviews were conducted with 27 pharmacy assistants and 6 pharmacists in three community pharmacies in Sydney. The interview questions focused on the participants' perceptions of consumer expectations, the translation of these perceptions into service quality specifications, the actual service delivery and the communication to customers. RESULTS: From the pharmacy staff perspective, service quality is significantly limited by insufficient organisation-internal communication and control processes which impede role clarity and the resolution of conflicting role expectations among customer service staff. Participants indicated that these problems could be alleviated through the implementation of more transparent, realistic, measurable and accepted quality specifications by pharmacy management.CONCLUSIONS: The study indicates that the extent and quality to which pharmacy management sets, maintains and communicates service quality specifications to staff directly affects role clarity, role conflict and organisational commitment among customer service staff, which in turn directly influence the level of service quality provided to customers.

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Section: Conclusion and Limitationsmentioning

confidence: 99%

Service quality in community pharmacy: An exploration of determinants

White

Klinner

2012

Research in Social and Administrative Pharmacy

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“…Dissatisfied customers may defect (exit and switch brand) and/or engage in negative word-of-mouth (Grönroos, 1984;Lovelock et al, 2004). Customer defections have serious consequences on a company's revenue.…”

Section: Service Failure and Service Recoverymentioning

confidence: 99%

Exploring Perceived Fairness in Hotel Service Recovery: The Case of Kingdom Plaza, Wuhan

Chen¹,

Lee²,

Weiler³

2014

Asia-Pac J Innov Hosp Tour

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The purpose of this study is to explore Chinese hotel consumers' fairness perceptions of service recovery. The number of Chinese hotel guests who had participated in this questionnaire survey study was 460. The measures were adopted from previous studies and data were collected in a hotel lobby from Wuhan. The findings confirmed the importance of compensation to Chinese consumers whilst highlighting Chinese hotel consumers' emphasis on interactional fairness. Chinese hotel consumers' lack of knowledge in procedural fairness has also been revealed.

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“…이에 따라 Park and Ju(2007) (Hoffman et al 1995). 과정적 실패는 고객이 서비스를 받 는 과정에서 발생한 실패를 의미하고, 결과적 실패는 고객이 서비스로부터 실질적으로 얻고자 하는 것을 얻지 못한 실패이다 (Grőnroos 1984). 또한 서비스 실패는 일상적 서비스 실패와 이례적 서비스 실패로 구분할 수 있다 (Cho 2009 Poor facilities and insufficient announcements …”

Section: 서 론unclassified

FMEA Measures for Service Failure Management

김현정¹,

안진예²,

김수욱³

2014

Journal of the Korean society for quality management

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Purpose: This study identifies preventive measures for VOC management by analyzing the causes and effects of factors that contribute to high risk service failure using FMEA on KORAIL VOC data.Methods: Two research methods were used. First, a Risk Priority Number (RPN) was assigned to each KORAIL VOC based on Failure Mode and Effect Analysis (FMEA). Second, multiple regression analysis was run with RPN factors that include severity, occurrence, and detection as the independent variables and customer dissatisfaction as the dependent variable.Results: Multiple regression analysis showed that RPN factors including severity, occurrence, and detection had significantly positive relationship with customer dissatisfaction. Based on these results, an FMEA was performed on VOC categories with high RPN for railroad stations including platform, ticketing, ticket verification, parking, and escalator, and VOC categories with high RPN for trains including entrance doors, cafes, air quality, announcement, and ticket verification. Conclusion:This study has practical implications to service failure management. A priority order using FMEA was established for the list of customer dissatisfactions that should be addressed to actively manage service failure, and strategies for tackling this priority list are offered.

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A Service Quality Model and its Marketing Implications

Cited by 4,710 publications

References 1 publication

Service quality in community pharmacy: An exploration of determinants

Service quality in community pharmacy: An exploration of determinants

Exploring Perceived Fairness in Hotel Service Recovery: The Case of Kingdom Plaza, Wuhan

FMEA Measures for Service Failure Management

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