Tags » Service Quality

Lowering Customer Defections Increases Profits

In the early nineties, a classic article was published in the Harvard Business Review, called “Zero Defections: Quality Comes to Services,” that quantified the value of increased customer retention (or, as they referred to it in the article, “decreased customer defection”). 284 more words

Tenant Service

“Always/Never List” Helps Codify Service Standards

Two of the most important components of any service quality strategy are:

  1. Having a well-defined and consistent set of service standards in place
  2. Effectively communicating those standards throughout the organization…
  3. 304 more words
Tenant Service

Variations in Service Level Agreements (SLAs) in Testing Industry

With changing delivery models, there also has been an immense change in SLAs and metrics over

the past few years.

Initially, most metrics focused on… 435 more words

OM in the News: Coach Gets More Crowded

“Skinny is all the rage on the runway right now,” writes The Wall Street Journal (Oct. 29, 2014). Delta, United, American, Southwest and other airlines around the world have installed seats with trim metal frames and ultrathin cushions, squeezing rows closer together to pack more people on each flight. 274 more words

OM In The News

Coffee on your door mat - Bean & Ground

“Not another coffee subscription service?” There seem to be so many subscription services that it’s difficult to pick which one is the best. But who wouldn’t want to try a coffee subscription to get the most out of different coffee varieties? 560 more words


Gaps with cultural twist

The gaps model

The gaps model of service quality was developed by Zeithaml, Parasuraman and Berry in 1990. It is a useful framework for understanding service quality in an organization. 874 more words

New Service Development Literature