IT Service System Design

A model that explains customer satisfaction by comparing initial expectations about a service with the actual experience.

A statement that describes the value a company offers to its customers.

The initial beliefs and assumptions customers have about a product or service before they use it.

The process of shaping customers' expectations through communication and marketing efforts.

The set of experiences a customer has when interacting with a company's product or service.

The stages where customers form impressions about the quality of a service.

Understanding customer expectations to design a service system that meets their needs.

Influencing customer purchase decisions and shaping their perceptions of a service.

Identifying and choosing individuals with the necessary skills and resources for a team.

Assigning appropriate roles and responsibilities to team members based on their expertise.

Creating a cohesive team by fostering harmonious working relationships between members.

The difference between a customer's actual expectations and the provider's perception of those expectations.

The process of selecting appropriate team members, assigning roles, and building team cohesion.

The difference between the perceived value of a product or service and the actual value delivered.

Information gathered from customers to understand their satisfaction levels and expectations.

The specific moments or interactions a customer has with a company's products or services. These interactions shape customer satisfaction and perception of the company.

The moment in a customer's journey where they decide to purchase a product or service. Often influenced by factors like price, features, or brand reputation.

The moment when the customer is actually using and experiencing the purchased product or service. This is where value-in-use is realized.

The positive feeling a customer has regarding a product or service when their expectations are met or exceeded. This can lead to repeat purchases and positive reviews.

The negative feeling a customer experiences when their expectations regarding a product or service are not met. This can lead to complaints, product returns, and negative reviews.

This gap happens when the customer's understanding and expectations about a service aren't aligned. These expectations can be shaped by factors like word of mouth, operating requirements, and past experiences.

This occurs when a company's performance consistently meets or exceeds past performance, creating pressure to maintain that level. If this level isn't reached, the customer-supplier relationship suffers.

The gap between what customers actually expect from a service and the service they actually receive.

Understand how customer expectations are formed and actively communicate with your customers to manage them.

Customers often form their expectations based on a combination of past experiences, word-of-mouth, and promotional materials.

The difference between what a customer expects and what a company actually provides in terms of service speed or other aspects.

Occurs when a company emphasizes industry standards over actual customer needs. This can lead to customers feeling like they are being forced to comply with unnecessary requirements.

This gap highlights the difference between a company's intended performance and its actual performance in delivering services. For example, a company might aim for 98% on-time delivery but only achieves 90%.

This gap arises when a company overpromises on its service offerings, but fails to deliver fully. For example, a company may market 24/7 support but only responds after a day.

This gap stems from customers interpreting service performance differently than how it's measured. Customers may overemphasize recent experiences, especially if they were positive.

These are all the possible differences between what a customer expects and what a company actually delivers.

This is the first step towards improving these gaps. Analyzing customer expectations, service standards, and actual performance can reveal the root cause of the problem.