Service Quality: Moving Company in Japan

Evaluating the quality of manufactured products can be straightforward because they are tangible. But the evaluation of services, which are intangible, can be more involving. According to the Evans and Lindsay, existing research suggest the following five principal dimensions that influence customer’s perception on service quality.

from OSCM3340 Lecture Note

As you can see, the level of effort the Japanese moving company is showing is very impressive. Can you comment on what/how the company has done in each of five dimensions listed above?

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