Page 28 - Design for Six Sigma for Service (Six SIGMA Operational Methods)
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Total Cost Related some- what
Related some-
Price what
Liabilities Psychological Very Important Same reason as psychological for benefits
How Service Quality Affects Customer Value and Total Cost (Continued)
Convenience Related Same reason as for con- venience benefits
Customer Value Functional Related Adequate interaction will make customers feel good about services, and com- munication helps in delivering services that fulfill customer needs.
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
