Page 27 - Design for Six Sigma for Service (Six SIGMA Operational Methods)
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How Service Quality Affects Customer Value and Total Cost (Continued)
Customer Value Liabilities Total Cost Price Psychological Convenience Functional Related some- Related some- Very Important Related Related what what Same reason as Same reason Adequate psychological for as for con- interaction benefits venience will make benefits cust
Benefits Psychological Very Important Person-to-person interaction directly affects what customers think.
Convenience Related Better customer- provider com- munication will help customers.
Table 1.2 Customer- Provider Interaction
10
