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10 Types of Service Quality

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Service quality is the value of a service to customers. This is inherently subjective as it is driven by the needs, expectations and perceptions of customers. As such, it is typically measured by quantifying customer surveys. 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 an ecommerce 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.
Overview: Service Quality
Type
Definition
The value of a service to customers.
Related Concepts
Next: Service Value

Service Quality

This is the complete list of articles we have written about service quality.
Cost Of Quality
Customer Complaints
Customer Interactions
Customer Issues
Customer Needs
Diligence
Quality
Reliability
Service Analysis
Service Features
Service Issues
Service Performance
Service Quality
Service Recovery
Service Value
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Service Recovery

An overview of the service recovery process with examples.

Types of Quality

A list of quality types.

Quality vs Value

The subtle difference between quality and value.

Quality Metrics

The common types of quality metrics.

Experience Quality

The common types of experience quality.

Critical To Customer

A definition of critical to customer with examples.

Design Life

An overview of design life with examples.

Planned Obsolescence

The common types of planned obsolescence.

Quality Objectives

The definition of quality objectives with examples.

Credence Quality

A definition of credence quality.

Customer Experience

An overview of customer experience with examples.

Satisfaction Metrics

Why satisfaction metrics work so well.

Customer Expectations

A definition of customer expectations with a few examples.

Customer Satisfaction

An overview of customer satisfaction with examples.

Customer Perceptions

An overview of customer perceptions with examples.

Internal Branding

The common types of internal branding.

Experience Sampling

A definition of experience sampling with examples.

Customer Needs

A list of common types of customer needs with examples.

End-User

A definition of end-user with examples.

Experience Economy

A definition of experience economy with examples.
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