The Service Concept, Servqual Model And Understanding...

For this report I will be looking into conduction a critique piece examining the ideas, theories and techniques specifically looking into the purpose application and limitation or the service concept, Servqual model and understanding customer types. The Service Concept Application The service concept can simply be broken down into three different stages which is firstly the organising idea this is basically when the service is used or bought by the consumer. The next being the service provided, this is the process in which affects the way their service provider ends up interacting with their customer base. Last but not least is the service received, now the service received is the end result of the customers overall experience in particular the emotions that they then feel towards this posing the question if they were satisfied with the service provide and lastly was it good value for the money that they ended up paying for it. (Johnston Clark 2008) A brilliant example of the service concept would be to look at Alton towers concept which is very good, the organising idea is quite a basic concept which involves having a great day out at the theme park with over 100 rides for families and amusement park goers and thrill seekers leaving them with a vast array of options to choose from. The service provided is free car parking, helpful staff, huge amount off customer toilets, Clean Park, and generally well run amusement park. With that being said this is what the customer isShow MoreRelatedService Quality And Quality Management Essay1510 Words   |  7 PagesService quality can be defined as the reflection of service delivery by finding the gap between the perceived service and expected service. There are 8 dimensions for quality , they are performance, features, reliability, conformance, durability, service ability, aesthetics, perceived quality and value. 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