Service Quality

Service Quality

Service Quality Jonathan Poland

Service Quality is determined by the value it holds for customers. This value can vary from person to person and is influenced by their individual needs, expectations, and perceptions. To gauge the quality of a service, customer surveys are often used to quantify these subjective experiences. The following are common types of service quality.

Reliability

A reliable service such as an airline that’s usually on time.

Responsiveness

A service that is responsive to the individual needs of customers. For example, a firm that isn’t locked into rigid policies when special situations arise.

Empathy & Tailoring

It is well known in the service industry that different customers prefer different styles of service. For example, some customers enjoy a personal conversation where others would prefer to maintain a distance.

Competence & Diligence

Professionals who know what they’re doing and are paying attention.

Consistency

A pleasant level of predictability such as a dish at a restaurant that tastes the same each time.

Safety & Security

A service that feels safe and secure such as a site that doesn’t lose your personal data.

Environments

The quality of environments such as a hotel room or airport lounge.

User Interfaces

User interfaces that are pleasing and productive to use.

Tangibles

Tangible elements of a service such as the quality of ingredients used by a restaurant.

Experiences

The overall intangible experience offered by a service such as a theme park that’s has a happy feel to it.

Learn More
Do-It-Yourself Lobbying 150 150 Jonathan Poland

Do-It-Yourself Lobbying

Yes, it is possible to lobby the government without hiring a professional lobbyist. Lobbying, in its essence, involves advocating for…

Employee Costs Jonathan Poland

Employee Costs

Employee costs refer to all of the expenses that are incurred when hiring and employing an individual. These costs go…

Narrative 101 Jonathan Poland

Narrative 101

Sales and marketing are the lifeblood of business and should be integrated into one function to drive business and brand narrative.

Risk 101 Jonathan Poland

Risk 101

Competitive advantages can spring from intellectual property, brand recognition, or even a company’s talent pool and whether protected by law…

The Fundamentals of Business Mastery Jonathan Poland

The Fundamentals of Business Mastery

Overview Business comes down to just two areas: investments and deliverables. Leaders make investments in people, products that are delivered…

What is a Capitalist? Jonathan Poland

What is a Capitalist?

A capitalist is an individual who supports or practices capitalism, which is an economic system based on the principles of…

Risk Reduction Jonathan Poland

Risk Reduction

Risk reduction involves the use of various methods to minimize or eliminate risk exposures. This can be done by decreasing…

Growth Strategy Jonathan Poland

Growth Strategy

A growth strategy is a plan to increase or improve some KPI, like revenue, profit, subscribers, etc.

Product Diffusion Jonathan Poland

Product Diffusion

Product diffusion refers to the process by which a product or service is accepted and adopted by a target market.…

Search →

There are two ways

to work with me…

for business

Key Bridge

“A platform for building better assets…”

for investing

Wall Street Pig

“Unfiltered commentary across the capital markets…”