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Analysis of Customer's Service Experience at Savannah Mall Shops

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Submitted By gavaza28
Words 1610
Pages 7
1. Research Title:

Analysis of customers’ service experiences at Savannah Mall Shops.

2. Introduction:

Providing efficient and effective customer service that adds value to customers is important in a competitive and dynamic market. The challenge is how to develop efficient customer service that is flexible and capable of being tailored for the specific requirements of customers. It’s important for service providers at Savannah Mall Shops to understand how customers evaluate the service they receive and how the elements of value contribute to their perception of value in the delivery of services (Ulaga:2003 ; Ulaga & Eggert: 2006).

Long-term relationship between the service providers and their customers require efficient knowledge transfer (Natti & Ojasalo: 2008) and depend on the management of the relationships before, during and after the service experience (Eggert et al: 2006; Flint et al: 2002).

It’s important for service providers to understand the importance of the support systems that make customer service possible (i.e. to develop a culture that embraces customer service and encourage retention and growth of the quantity of their customers). .

3. Background of the study:

Customers make use of service daily. There are customers who are happy with the level of service they receive from shops in Savannah Mall and there are those who are not always happy or not happy at all with the quality and value of service/s they receive (i.e. due to long queues, incompetent staff and / other reasons. Service providers are not always able to hire skilled staff who will be able to meet their customers’ needs. (Lovelock and Wirtz: 2004) states that there are service providers who do not face any of these problems and manage to create satisfactory service experiences.
.
4. Significance of study:

The study will help Savannah Mall

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