Customer Experience · The Frontier Lexicon

Service Quality (SERVQUAL)

Lexicon / Customer Experience / Service Quality (SERVQUAL)
Parasuraman, Zeithaml & BerryJournal of Marketing, 1985/1988

Service quality is the gap between expectation and perception across five dimensions: reliability, assurance, tangibles, empathy and responsiveness (RATER).

The EclipseFrontiers® LensQuality is a gap score. Close the gaps, win the customer.
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Customer Experience (CX)Customer JourneyJourney MappingTouchpointMoment of TruthNet Promoter Score (NPS)Customer Satisfaction (CSAT)Customer Effort Score (CES)

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