Touch-points
Submitted by Johannes Schott on Thu, 06/04/2009 - 15:04
Definition: Service touch-points are the tangibles that make up the total experience of using a service. Touch-points can take many forms, from advertising to personal cards, web- mobile phone- and PC interfaces, bills, retail shops, call centres and customer representatives. In service design, all touch-points needs to be considered in totality and crafted in order to create a clear, consistent and unified customer experience. In service quality measurement system SERVQUAL, “tangibles” are one of the five core dimentions of capturing service quality. Source: Livework Studio Ltd References: V. A. Zeithaml, A. Parasuraman and L. L. Berry, Delivering Service Quality: Balancing Customer Perceptions and Expectations, The Free Press, 1990, ISBN 0029357012 Links: On the Origin of Touchpoints from Design for Service click here
