Podcast 5.1 - Aspects of quality of service

In podcast 2.1 we discussed the nature of value, illustrating the discussion using a comparison between Uber and taxis, as well as specific situation involving Google maps saving the day as a built-in car GPS failed.  Value of a service is a perception of the benefits to costs ratio of using that service.  Quality can be viewed as the perception of the net benefit of the service, that is, result+gains-pains.  I will approach this notion from a variety of angles, using different situations to illustrate them.  I’ll use personal examples, so that the emotions involves can be described in the only possible way that emotions can be described: by the beholder.  I will touch on five aspects: transactional vs relational, the effect of various service features, service recovery, global services, and technical quality.

Keywords: Reliability, empathy, responsiveness, assurance, tangibles, proactivity, technical quality, Kano model, service recovery, idiosyncratic, solipsism, global services.