Service quality standards are then set based on what is discovered (Mill, 2011 17).īy using a socio-psychological model to identify and explore options to improve consumer experiences the paper reinforces and prioritises five elements of consumer satisfaction functional, social, emotional, epistemic and values (after Williams & Soutar, 2000). Research is being conducted to identify what is important to the guest. By bringing service promises in line with what is currently being offered management begins to manage customer expectations. When the service provided is less than expected it is for one or more of several reasons – management does not know what is important to the customer management is aware of what is important but fails to set service quality standards in the areas that are important standards are set but employees fail to deliver on them promises are made to guests that are not delivered.
Satisfied consumers are more likely to return and to tell friends and relatives about their positive experience. It is further based on the premise that resources provided for tour guiding, visitor support and explanation and information provision by volunteers are exceptionally well located and an integral part of the aim and objectives of the Cathedral. It is based on the premise that satisfied consumers will spread the word of how well expectations were exceeded by perceptions. The paper considers consumers as visitors for sacred and secular purposes it is situated at the CathedralchurchofAll SaintsinDerby,England. This paper examines the key conditions and parameters for management under which volunteers perform a valuable service to visitors in the context of sacred or secular visits to specific key sites.
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