Gloria Jeans Analysis

Topics: Service, Customer service, Customer Pages: 4 (1060 words) Published: December 5, 2012
The tangible Service Quality Dimension refers to the appearance of the physical surroundings and facilities, equipment, personnel and the way of communication. In other words, the tangible dimension is about creating first hand impressions. A company should want all their customers to get a unique positive and never forgetting first hand impression, this would make them more likely to return in the future. Ambiance is good and relaxing. The decor is very welcoming and customers will find an assortment of cushioned chairs and sofas to make themselves comfortable. It is self-service; customers can place their order and wait for named to be called. Staff is quite friendly and accommodative to your preferences. People reading a book or working on a laptop through their coffee is a very common sight here. They can hold a meeting with their friends to brainstorm their next innovative idea too. They have also well developed website where customers can find their food menus.

The reliability Service Quality Dimension refers to how the company are performing and completing their promised service, quality and accuracy within the given set requirements between the company and the customer. Reliability is just as important as a goof first hand impression, because every customer want to know if their supplier is reliable and fulfill the set requirements with satisfaction.  For over 25 years, passion for quality has made GJ a leader in gourmet flavored coffees, origins and blends. They offer a large selection of flavored and non-flavored coffee on-line and in our retail stores. It is a combination of passion, commitment to their communities and dedication to delivering the highest quality coffee to their guests that unites their global team in the same Vision – to be the most loved and respected coffee company in the world. Gloria Jean’s Coffees' success around the world is built not only on their passion to offer the best quality coffee but in...
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