by Steven Slater | Sep 30, 2018 | The Master
DESIGNING FOR QUALITY Topic 1 ServQual is a diagnostic research instrument used by service designers, researchers, and academics to measure services for quality. The instrument measures the difference or gap between consumers’ pre-expectations of quality and...
by admin | Sep 25, 2018 | The Master
Topic 2 Service Delivery Gap Service Delivery Gap Analysis Model The graph below probably looks more complicated than it is reality. It is used to plot where to measure possible service gaps. The input for the diagram is from qualitative interviews and quantitative...
by Steven Slater | Sep 20, 2018 | The Master
SERVICE ASSESSMENT MODEL Topic 3 Service Assessment Model The SAM is an investigative technique used for uncovering each function involved in a service and then examining how each one operates to fulfill the service experience. Step 1 Separate the service into: i)...
