GB/T 42185-2022Service excellence - Principles and model (English PDF)

3.1 Excellent serviceserviceexcelence

The ability of an organization to provide high-quality services on a sustainable basis.

Note. Capability is reflected in the four dimensions, nine elements and their interactions in the quality service model.

3.2 high quality service

It is the high-level service output provided by the organization to customers, so that customers can obtain the ultimate customer experience and impress customers.

Note. High-level service output refers to personalized high-quality service supply (level 3) and surprising high-quality service supply in the high-quality service pyramid (Level 4).

3.3 co-creation

Stakeholders are actively involved in service design, delivery and innovation.

3.4 customer

An individual or organization that can or actually accepts a product or service offered to it, or at its request.

EXAMPLE. Consumer, principal, end user, patient, beneficiary and purchaser.

Note. Users can be from inside or outside the organization.

[Source. ISO 9000.2015, 3.2.4, with modifications]

3.5 customer delight

A positive emotional experience experienced by customers with a sense of high value or exceeding expectations (or both).

Note. More emotion (such as surprise) can enhance the customer experience.

3.6 customer experience

Perceptions formed by customers during their interactions with an organization and its products or services.

NOTE. "Interaction" relates to the customer journey, or the overall relationship with an organization, product, system, service or related network. Interactions can be directly or indirectly related to organizational close. If a customer uses a product, system or service, it can be referred to as the user experience per interaction.

GB/T 41306 | GB/T 35966 | GB/T 36683 | GB/T 30225 | GB/T 26356 | […]