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World Class IT Service Delivery by Peter Wheatcroft

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SERVICE QUALITY PERCEPTION

Another important aspect of the service delivery chain is that of perceived quality. Abad customer experience on one occasion generates a poor impression of the service provider; two consecutive bad experiences can lead to formal complaints or a move of business elsewhere, even if the online service is better than was previously provided by that company through its customer service function. This is primarily because the service expectation is higher when the customer is transacting electronically and also because the customer is interacting with system rules that allow no service discretion, unlike a service agent who can authorize something out of limits if the customer transaction warrants it. Designing automated ...

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