chapter  12
26 Pages

Monitoring and evaluating the service

What does ‘satisfaction’ mean? The concept itself is an abstract one. The achievement of satisfaction can be a complex and precarious process. The roles played in the service encounter by service personnel and consumers contribute to this. In the same way that totally satisfied customers are hard to find, the totally dissatisfied customer is also an

The greater part of this book has been devoted to the various elements needed for the creation of a quality service. If all these components are in place, then the service provider will be hoping that trialists of the service will become loyalists.