Figure 4.1 Customer satisfaction

Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 4.2 The satisfaction continuum

Figure 4.3 Simplified gap model

Table 4.1 Reasons for gaps

Figure 4.4 Range of expectations

Figure 4.5 Range of expectations and the zone of tolerance or acceptable outcomes

Figure 4.6 Expectations – key influences

Figure 4.7 Service quality and its factors

Figure 4.8 Delighting and dissatisfying factorsAdapted from Lockwood, Andrew (1994) ‘Using service incidents to identify quality improvement points’, International Journal of Contemporary Hospitality Management, 6 (1/2) 75–80. Reprinted by permission ofEmerald Group Publishing Limited, www.emerald insight.com/ijchm.htm.

Figure 4.9 Four types of factors for a bank

Figure 4.10 Delight versus dissatisfactionAdapted from Johnston, Robert (1995) ‘The determinants of service quality: satisfiers and dissatisfiers’, International Journal of Service Industry Management, 6 (5) 53–71. Reprinted by permission of Emerald GroupPublishing Limited, www.emerald insight.com/ijsim.htm.

Figure 4.11 Importance of various aspects of a hotel – staff and guests

Figure 4.12 Managing perceptions during the processAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46–61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

Figure 4.13 Managing perceptions at a clinicAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46–61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

Figure 4.14 Adequate performance satisfies the customerAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46–61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

Figure 4.15 Using enhancers to delight the customerAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

Figure 4.16 A dissatisfying outcomeAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

Figure 4.17 Enhancers compensate for failureAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

Figure 4.18 Dissatisfaction shifts the zone of toleranceAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

Figure 4.19 Delight shifts the zone of toleranceAdapted from Johnston, Robert (1995) ‘The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service’, International Journal of Service Industry Management, 6 (2)46-61. Reprinted by permission of Emerald Group Publishing Limited, www.emerald insight.com/ijsim.htm.

Figure 4.20 Service Excellence

Figure 4.21 Assignment of relative importance of service factors – patients

Figure 4.22 Assignment of relative importance of service factors – staff

Figure 4.1 Customer satisfaction

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