quals lesson 2

• 5 Dimensions of Service Quality (SERVQUAL model)

  • Tangibles
  • Reliability
  • Responsiveness
  • Assurance
  • Empathy
• 3 Central Components in producing a quality service experience


  • People
  • Processes
  • Physical Evidence
• 3 Groups who participate in the customer's experience of quality service


  • Customers
  • Employees
  • Management