Service Excellence: a step beyond quality.: An article from: Bank Marketing

This digital document is an article from Bank Marketing, published by Bank Marketing Assn. on October 1, 1993. The length of the article is 1487 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

From the supplier: Leaders in service industries are going beyond quality to a new stage of customer satisfaction called Service Excellence. Not only do they deliver on promises, they even exceed the expectations of their customers. Although the Service Excellence concept is closely related to Quality Service in that they both aim to satisfy customers, the two differ in the way they address business-customer interactions. While Quality Service satisfies customers through the design and execution of repeatable actions, Service Excellence achieves customer satisfaction through face-to-face interactions and activities that make customers feel special. These include pleasant surprises, unique actions that competitors are not willing to emulate, attention to detail and modification of service based on customer cues. Notwithstanding the varying effects of Quality Service and Excellence on banks, the two should be used jointly in attracting and retaining customers.

Citation Details
Title: Service Excellence: a step beyond quality.
Author: Gregory E. Madsen
Publication:Bank Marketing (Magazine/Journal)
Date: October 1, 1993
Publisher: Bank Marketing Assn.
Volume: v25 Issue: n10 Page: p39(3)

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