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Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ = P − E. [1] This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm.
overlapping antonyms, a pair of comparatives in which one, but not the other, implies the positive: An example is "better" and "worse". The sentence "x is better than y" does not imply that x is good, but "x is worse than y" implies that x is bad. Other examples are "faster" and "slower" ("fast" is implied but not "slow") and "dirtier" and ...
In linguistics, converses or relational antonyms are pairs of words that refer to a relationship from opposite points of view, such as parent/child or borrow/lend. [ 1 ] [ 2 ] The relationship between such words is called a converse relation . [ 2 ]
When perceptions exceed expectations then service quality is high. The model of service quality identifies five gaps that may cause customers to experience poor service quality. In this model, gap 5 is the service quality gap and is the only gap that can be directly measured. In other words, the SERVQUAL instrument was specifically designed to ...
In addition, service guarantees are not necessary for companies whose quality is beyond control in the presence of external factors. When realizing that there was a lack of control over its railroad infrastructure , Amtrak decided to drop a service guarantee that included the reimbursement of train fares in the event of unpunctual service.
Serviceability involves the consumer's ease of obtaining repair service (example: access to service centers and/or ease of self-service), the responsiveness of service personnel (example: ease of getting an appointment, willingness of repair personnel to listen to the customer), and the reliability of service (example: whether the service is ...
The RAQSCI model is a mnemonic summary of a business model used to define and structure business requirements. With elements ranked in order of importance, RAQSCI stands for: Regulatory; Assurance of supply; Quality; Service; Cost (or commercial) Innovation. [1]
Most modern business theorists see a continuum with pure service on one terminal point and pure commodity good on the other terminal point. [2] Most products fall between these two extremes. For example, a restaurant provides a physical good (the food), but also provides services in the form of ambience, the setting and clearing of the table ...