3 dimensions  in service exchange model

Vannesco Christolim,  2301900536

3 dimensions  in service exchange model

Service experience is the   main  of  the  3  dimensions  contained  in the service exchange model where a customer’s service experience      is determined by three service promises  both implicitly and explicitly.  These promises  will  make  a  customer  have an expectation that  must be     fulfilled    and if not  fulfilled the experience  of  a  customer will disappoint.  His promises       are:

• The service deliverable (or delivery promise) is the main reason why customers approach private sector businesses i.e. to buy certain products such as buying a car, or government departments to obtain services. According to Gronroos (1984; 1988)  this can be seen as part of the technical quality and functional quality that describes  a quality of service that will be  received  by customers when visiting a service provider and how they perceive the results of the service.
• The service organisation (or) is a type of  promise  in which  a reputable organization where customers can have trust. Brand promise  will  see the image of an  organization of service providers directly affected by technical and functional quality  (Gronroos,  1984; 1988).
• The service engagement (or engagement promise) is the process that the customer experiences when he interacts with the business, where the promise   of employees of a  company is a competent   employee, polite, and willing to provide the delivery needed by the customer. According to  Durvasula, Lysonski and Mehta (2005), and Mattila and Enz (2002) say  that these attributes  can affect customer perception and satisfaction

Reference:

Carlson, J. and O’Cass, A., 2018. The Service Exchange Model: a framework for understanding Service Quality in Africa.        Namibia Business School, University of Namibia,[online] pp.5-8.

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