ABSTRACT
After the theoretical considerations presented in the previous chapter, this chapter describes a practical step-by-step method (the ‘service quality cycle’) by which any service provider can implement – with little effort – an effective system to manage service quality over time. This can be achieved by finding out and measuring what matters most to customers, formulating customer-driven service standards, measuring how the service operation is perceived by customers to perform along those valued standards over time, and what concrete actions can be derived from the results of such measurements in order to improve service quality. The chapter ends with a summary of benefits inherent in using this method.
