Which dimension of service quality refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence?
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- 1. What are the determinants of service quality? 2. Explain the service quality model and each gap of the model. 3. What are prevention, appraisal, and failure (internal and external) costs.What is service quality? Why do customers find itdifficult to judge service quality?E xplain the importance of timeliness in meeting customer expectations of service quality.
- 113) Which of the following statements is true about value chain in clinical care? a) Reducing patient waiting time is associated with pre-service care. b) Service Excellence in the patient – Physician interaction is associated with point of service care. c) Identification of target populations is associated with point of service care d) Advertising and promotion is associated with after service care.Provide relevant examples using one business organization of the (5) components of service quality. Please help tangibility reliability assurance responsiveness empathyHow might be integrated GPS (grow, perform, succeed) into the organization?
- How do you explain Assurance in terms of customer serviceDimensions of service quality:1. Reliability2. Assurance3. Tangibles4. Empathy5. Responsiveness explain in 1 paragraph (200 words)Evaluate Ritz-Carlton’s success in closing the service quality gaps from the casestudy. EXCEPTIONAL QUALITYSeveral years ago the Ritz-Carlton did a complete evaluation of the quality of servicethroughout the entire organization. Mr. Cayuela noted that at the core of their qualityimprovements was a commitment to innovate, document results, and then documentthe processes that deliver the greatest outcomes.He further observed that maintaining focus is essential to delivering exceptionalquality. It’s easy for an organization in today’s business climate to chase the latestfad, shift from one priority to the next, and pursue the flavor of the month. But theRitz-Carlton understands what’s important to its guests. In Mr. Cayuela’s words, thetop three priorities of guests are: A clean room Timely service Delivering on promisesAn unwavering focus on these priorities creates what’s known as the “Ritz-CarltonMystique.” The “Mystique” is the legacy of the Ritz. It’s the combination of…