Question

Which of the determinants of service quality involves always performing the service?

Answer 1

Service providers want to know what customers (internal or external) care about. Service quality is a good guess. Price, and to a minor degree product quality, also count.

But for service providers, customers care most about service quality. Check the research. Statistically valid research. Of course, providers can always ask customers. But lacking the money, time and skills, why not look to the leading research for that understanding?

That would be “Delivering Quality Service “, by Valerie Zeithaml, A. Parasuraman and Leonard Berry.

Even though service quality research has progressed since 1990 when first published, this book is still the fountainhead. I referred to it in Gap 5 & Roswell, and I’m using it here again.

I hope this can help you.