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Designing Service Excellence
book

Designing Service Excellence

by Brian Hunt, Toni Ivergard
November 2014
Beginner content levelBeginner
194 pages
7h 4m
English
CRC Press
Content preview from Designing Service Excellence
52 Designing Service Excellence
to retain loyal customers. By denition, repeat customers have experienced
the service encounter, have perhaps had opportunities to use alternative
service offerings, and have reached a positive evaluation of the alternative
service providers.
14
Word-of-mouth recommendations to friends tend to be a
powerful incentive to potential customers. Word-of-mouth warnings (caveat
emptor) are a powerful deterrent.
15
The Costs of Poor Service
A useful model and discussion of how poor service impinges on revenues
and costs is contained in Zeithaml et al. (1996).
16
Their model is shown in
Figure4.1.
The gure shows four componen ...
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Publisher Resources

ISBN: 9781439840467