Why the top selling apps category for iphone

Services Quality

How Customers Judge Service Quality

Responsiveness

The willingness to help customers and to provide prompt service.

The Service-Profit Chain

Tatisfoetion-Pereeftion-IExfectatioes-fperceph.am - Reality of [satisfaction delivery

Expectation--

expected service
Gap 5

specifications
Gap 2

management perceptions
of customer expectations

� Lack of marketing research orientation
� insufficient market research
� inadequate use of research findings
� lack of interaction between management and customers
� Inadequate upward communication (servers and mgmt.)
� Too many levels of management

� Role ambiguity
� Role conflict
� Poor employee - job fit
� Poor technology - job fit
� Inappropriate control and support systems: training, supervision, resources
� Lack of perceived control
� Lack of teamwork

“Service Performance Gap�

Service Recovery and Service Over Time

One of the top selling apps category for iPhone