Figure 4.1 Customer satisfaction

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Slide 4.1 Johnston & Clark, Service Operations Management, 3 rd Edition, © Pearson Education Limited 2009 Figure 4.1 Customer satisfaction

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Figure 4.1 Customer satisfaction. Figure 4.2 The satisfaction continuum. Figure 4.3 Simplified gap model. Table 4.1 Reasons for gaps. Figure 4.4 Range of expectations. Figure 4.5 Range of expectations and the zone of tolerance or acceptable outcomes. - PowerPoint PPT Presentation

Transcript of Figure 4.1 Customer satisfaction

Page 1: Figure 4.1 Customer satisfaction

Slide 4.1

Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.1 Customer satisfaction

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.2 The satisfaction continuum

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.3 Simplified gap model

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Table 4.1 Reasons for gaps

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.4 Range of expectations

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.5 Range of expectations and the zone of tolerance or acceptable outcomes

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.6 Expectations – key influences

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.7 Service quality and its factors

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.8 Delighting and dissatisfying factorsAdapted from Lockwood, Andrew (1994) ‘Using service incidents to identify quality improvement points’, International Journal of Contemporary Hospitality Management, 6 (1/2) 75–80. Reprinted by permission ofEmerald Group Publishing Limited, www.emerald insight.com/ijchm.htm.

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.9 Four types of factors for a bank

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.10 Delight versus dissatisfactionAdapted from Johnston, Robert (1995) ‘The determinants of service quality: satisfiers and dissatisfiers’, International Journal of Service Industry Management, 6 (5) 53–71. Reprinted by permission of Emerald GroupPublishing Limited, www.emerald insight.com/ijsim.htm.

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.11 Importance of various aspects of a hotel – staff and guests

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.12 Managing perceptions during the processAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46–61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.13 Managing perceptions at a clinicAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46–61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.14 Adequate performance satisfies the customerAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46–61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.15 Using enhancers to delight the customerAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.16 A dissatisfying outcomeAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.17 Enhancers compensate for failureAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.18 Dissatisfaction shifts the zone of toleranceAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.19 Delight shifts the zone of toleranceAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.20 Service Excellence

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.21 Assignment of relative importance of service factors – patients

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Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.22 Assignment of relative importance of service factors – staff


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