Thirty years subsequent to developing a well-reputed SERVQUAL scale, the author revisits the initial framework in light of the growing role of technology in service delivery. As an escalating number of people turn to the Web to purchase goods and services, he and his colleagues have understood the necessity to accommodate the SERVQUAL framework to the realities of the internet experience; especially, to measure the extent to which a web site facilitates efficient and effective shopping, buying and delivery, together with the purpose of enhancing the service quality of websites.
This has resulted in the creation of e-SERVQUAL, in addition to the technology preparation index to section customers. As many businesses move into new sales formats, such as incorporating online and brick-and-mortar retail services, they had do well to find out what is customers true worth. Several companies, the author felt, are tapping into novel technologies only insofar as to dissect prices or accumulate tremendous amounts of customer information, which they have a tendency to dump into storage. This informative article shows how tried-and-tested assessment tools can help give your company's service efforts much-needed direction and focus in this age of big data.
Publication Date: June 15, 2013 Product #: IIR099-HCB-ENG
This is just an excerpt. This case is about Leadership & Managing People
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