...5. My Service Encounter Essay Reflections Through the course of my service encounter essay, I feel that I have learnt many new things about services marketing and have improved a variety of my personal skills as well as developing many new skills. This essay has really made me more aware of the amount of interactions that I have with services on a daily basis and the role that they play within my life. Also, the fact that services, on their own, account for more than 70% of our nations GDP really outlines the importance that there is on developing effective marketing strategies. 5.1 One of the most important factors that I can take from this essay is the importance of building relationships between the customer and the firm through marking techniques. One of the main reasons for failure within services firms is the fact that they concentrate far too much on initially attracting customers and not enough emphasis on customer retention. When I enter the business world I will ensure that I pay huge attention toward building relationships with my customers and this will enable me to sustain constant growth of sales through an extensive customer base. I have also been able to understand the importance of the service environment toward the perceptions of the customers. I think that in the future I will pay much more attention to the environment that I am being given a service within and the effect that various emotional cues and aspects have on me as a customer so that I can apply...
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...Service Quality Surveys Many organizations struggle with measuring service quality appropriately. The most popular survey form is based on five dimensions that are “consistently ranked by customers to be most important for service quality, regardless of service industry” (Qualtrics, 2015, para. 1). The dimensions are tangibles, reliability, responsiveness, assurance, and empathy. These dimensions are utilized to measure the gap between customer expectations and the perception of actual service delivery. This method of measurement, when used effectively, can benefit any company in many ways. This measurement tool is called SERVQUAL. Unfortunately, the effectiveness of service quality surveys are only utilized to their fullest when developing a consistent and ongoing information system that identifies consumers’ points of view, experiences, and feedback from many different points in time. This creates better understanding, a clearer vision, and more informed decision-making, furthering adequate recovery processes. SERVQUAL SERVQUAL is a 22/22-item scale that measures five factors of service quality: reliability, responsiveness, assurance, empathy, and tangibles. This diagnostic tool determines the service quality strengths and weaknesses of an organization. There are two parts to the SERVQUAL measurement tool, hence the “22/22”: 22 questions that ask for expectations, and 22 questions that gauge perceptions. The gap score is created when the average expectation score...
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...(Chapter 1, page 17) Question 1 What are the real problems that the customer is highlighting? Firstly, the problem that customer highlighting is automatic debiting the customer account by way of penalty. This action cause the customer has to rethink his errant financial way. The bank should having a notice or inform to their customers before debiting any penalty. This may cause many of customers that face the financial problem to fall into difficulty. Besides, the customer notices he cannot contact to employee over the time. The customers are confronted by the impersonal ever-changing, pre-recorded, faceless entity which the bank has become. The customers want to deal with a flesh and blood person but not the automated voice phone system. This impersonal conversation will make customer loss of confident about what the customer inquire. Moreover, customer will get charge for the advertising material sent by bank. It charges for $2.00 per page customer read. For the bank nominated contact, that will be billed at $5 per minute. Bank should be let the customer know early for the reading fees or ask for customer permission whether having interest about the advertising material. If not, bank should not send to them. This may causes the customer read on it unconsciously. To helping the customer, customer service should not be charge. Lastly, the problem is the automated voice phone system of the bank. The customer contact to the bank need to go through very long time system and...
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...marketing The marketing essay below has been submitted to us by a student in order to help you with your studies. UKEssaysEssaysMarketingAmazon Com Case Study Analysis Marketing Essay submit to reddit Amazon Com Case Study Analysis Marketing Essay "We want to be the world's most customers Centric Company. . That we focus increasingly on trying to get the customer experience right. Within that we want to build a place where people can come and discover anything they might want to buy online." (Mellahi & Johnson, 2000). Executive Summary Amazon.com is an American electronic commerce company which has become as a symbol of internet business. It was first founded by Jeff Bezoz in 1995 when he began selling books online and to the date now, Amazon.com is the leading online market worldwide for its books and various other products. It was when the company aimed to be successfully the World's most customer oriented company. Customers can discover various products they wish to buy at reasonable and affordable prices. The strategy used by Jeff drove him to become the online leader of market. The main strategy used was to orient the business towards customers and to be innovative with continuous improvement in online shopping skills. Initially, it was used to be online sale of books and with the use of strategy and innovative approaches the business was expanded its boundary with introduction of various other products like toys, CDs, DVDs, computer software, apparel...
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...Customer’s switching to other service providers have been the cause of intensive research from many years now and have given rise to many theories.Due to the increased competition in the telecommunication industry it has become extremely important for the companies to pay attention towards retaining of the customers.This research study particularly investigated the causes of customer switching behavior.A prolific way to gain the knowledge about the switching behavior of customers is basically to examine the various factors that play imtegral role in switching behavior. This qualitative research study has offered new insights by defining and identifying the customer’s rationale to switch from one service provider to another. The model is estimated using the data set on the number of switching behavior. A total of 100 respondents were surveyed to identify the factors that have a greater effect on the customer satisfaction.The data were analyzed by the Optimal Scaling (Categorical Regression)to test the hypothesis. The model identified that… CHAPTER ONE: INTRODUCTION This research tried to find out the underlying factors that made the customer to switchover to another service provider in telecom industry. The telecommunication industry is one of the most important industries of the world. In order to gain competitive advantage as competition is getting more and more intense, the companies are compelled to innovate and do their best for the customer satisfaction. As in the telecom...
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...The aim of this essay is to take the City@Hotel as a case study to analyse the causes of service failure and determine what service recovery strategies could be taken by the hotel. This essay first gives the brief introduction of service excellence and service failure, and identifies the causes of service failure in this case study. Then, it will apply the concepts of service recovery into the hospitality industry, and come up with some solutions according to the theories. At last, the essay will evaluate the contention that service failure whether can be recovered or not. In order to get a better understanding of the case study, this paper begins with the brief introduction of service excellence and service failure that in relation to the provision of hospitality services. Service excellence is an integrated approach to business that organizations set customers in the centre of all the activities (Clark and Baker, 2004). There is no exactly definition of service excellence, but some researchers (Horwitz and Neville, 1996; Dobni, 2002) pointed out that service excellence refers to the provision of service exceeds the customer's previous expectations. In a word, service excellence is not only meeting customer requirements but also about exceeding their expectations. Conversely, service failure can be defined as that the service does not meet the customer expectation and requirement. Service failure often occurs in the process and the outcome of the service delivery (Lewis and...
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...and the Customer (Geoff Southern) 2.2 To Solve Problems and Improve Service Quality 3. Managing Information for Decision Making…………………………………………………………….3 3.1 How the Demand in the Market is Learned 3.2 How the Demand Can Be Predicted 4. Managing Operational Finance……………………………………………………………………………….4 4.1 Identify the Relevant Costs 4.2 Alternative Operating Policies and the Effects of Seasonality and Day Variation 5. Conclusion……………………………………………………………………………………………………………….5 6. References………………………………………………………………………………………………………………6 CASE STUDY: SUPERSHUTTLE 1. INTRODUCTION: A service is something that the public needs, such as transport or communication facilities, which is provided by an organisation. Due to increasing population, the demand for transportation has grown significantly and as a consequence of this, transportation companies are becoming more widespread and altering their forms of services. Supershuttle is a franchise company and the company yields “door-to-door service” to 8 million passengers per year (Supershuttle.com, 2012). The company website can be utilized by customers to book an appointment or to communicate with the customer service or company manager. This essay attempts an overview of Supershuttle and its organizational structure. Firstly, this essay will explain the principal problems between Supershuttle and a customer (Geoff...
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...Below is a free essay on "Broadway Cafe" from Anti Essays, your source for free research papers, essays, and term paper examples. The Broadway Café 1 The Broadway Café Andrea Williams-Weston CIS500 Strayer University March 13, 2011 1 Contents Competitive Advantage ………………………………………………………… 3 Buyer Power ……………………………………………………………………….4 Supplier Power ………………………………………………………………….....5 Threat of New Entrants………………………………………………………….....6 Rivalry among Existing Competitors……………………………………………....6 Threat of Substitute Products or Services…………………………………………..7 E-Business………………………………………………………………………….7 Networks, Telecommunications and Wireless Computing………………………...8 Customer Relationship Management ……………………………………………..11 Systems Development…………………………………………………………….12 Conclusion………………………………………………………………………...14 References ………………………………………………………………………..15 2 Competitive Advantage The Broadway Café, established in 1952, is conveniently located in downtown Charleston. I have inherited my grandfather’s coffee shop that is a local hotspot for many years. The café offers several kinds of specialized coffees, teas, homemade sandwiches, soups, and salads. Moreover, the café has a full service bakery that bakes fresh breads, muffins, and desserts daily. My grandfather did everything manually and by memory. He kept track of the café’s inventory, payroll, and marketing coupons on a notepad. According to (Baltzan & Phillips, 2009, p. 21)...
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...other complementary products. Dell’s support all this products with a broad range of services designed to help customers simplify complex computing. In short, Dell is focused on delivering maximum performance with standards-based solutions while ensuring the right mix of cost effective solutions with value at every level. In that case, Dell’s is not just interested in low prices, but also in high-performance and solid reliability. Today, Dell lost its market position to HP and hopefully realizing that efficiencies are not the means to an end; competition is global and fierce; customers are constantly evolving and business can’t stay still. In this case analysis I will highlights Dell’s SWOTs analysis. This analysis is to identify firm’s strengths and weaknesses and diagnose organization’s threats and opportunities. Moreover I will underline the Dell’ unique and strong competencies as well as others marketing strategy. 2.0 Introduction Dell Corporation is a 27 year-old entrepreneur founded by Michael Dell, the computer industry’s longest-serving chief executive. Dell’s sales philosophy is very simple, that by selling computer systems directly to customers, Dell could best understand their needs and efficiently provide the most effective computing solutions to meet those needs. Dell has been following its unique ‘direct build-to-order’ sales model for more than 20 years. Customers can plan their own configuration and place orders directly with the company via the...
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...730 Strategic E-Business Assignment 18 Oct 2014 LIBEI 1406221 Question 1 Answer: There are four steps for developing a new strategy as following: Step 1: Strategic Analysis. City Flowers should analysis external and internal environment and first. By collecting and reviewing of information about firm’s internal processes and resources and external marketplace factors, firm can understand the situation and position well. By using PESTLE to analysis external environment and SWOT to analysis internal environment are efficient. City Flowers currently meet the 40% customer needs as the standing order from commercial clients for company reception and executive offices. 30% from individual purchasing, another 30% are orders to be delivered. Resources of City Flowers are telephone order to suppliers and visiting sales representatives to replenish supplies of soft toys and relevant gift products. Study the macro-environmental by PESTLE analysis. Such as Political factors i.e. the tax for small middleman like City Flowers will be influenced; Economic factor i.e. the GDP of country; Society factors i.e. education background and norms etc.; Technology factors i.e. the technology of keeping flowers fresh etc.; Legal and ethical factors i.e. laws for transporting flowers; Environmental factors i.e. regulations of environmental protection. Study the micro-environmental by using SWOT to analysis the flower shop’s strengths, weakness, opportunities and threatens. By learning the...
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...member of BAP and hope to branch this success off to others. I hope to become involved in many more activities over the entire campus so that I may broaden my experience and create more friendships. Write a total of one to three paragraphs about your employment experiences over the past five years. Be specific. Please describe all jobs you have held over the past five years. Include duties performed, employer name, and dates of employment. Also include hours worked per week. . I began as a part time cashier on the front end at Giant Eagle. This was the basic duties of ringing groceries, assuring customers had a wonderful day in Giant Eagle, and inviting them back next time. After a year a Giant Eagle, I was promoted into the service desk to work as a service desk clerk. This job was a bigger responsibility and involved more work than just cashiering. Being a part of the service desk allowed me to show that I was a very responsible person as...
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...somewhere. The values and culture actually shows in their employees and customer service. The ten family core values that Zappos bases its culture on are: • Deliver WOW Through Service • Embrace and Drive Change • Create Fun and A Little Weirdness • Be Adventurous, Creative, and Open-Minded • Pursue Growth and Learning • Build Open and Honest Relationships With Communication • Build a Positive Team and Family Spirit • Do More With Less • Be Passionate and Determined • Be Humble At Zappos they believe that if you get the culture right everything like great customer service, building a great team, having passionate employees and customer will all happen on its own. At Zappos the culture all starts at the hiring process. The way that Zappos hires new employees contributes greatly to their culture. At Zappos a person has to go through two different sets of interviews. The first interview is done by the hiring manager and his or her team. What they look for in a person is relevant experience, technical ability, and fit within the team. The second interview is done by the Human Relation Department and they are only looking for a cultural fit Organizational Culture of that person. If a potential employee doesn’t pass both interviews they are not hired. If a person is hired they will go through a four week training process. Two weeks of classroom training and two weeks on how to answer customer calls. What most intrigued me was at the end of training new employees...
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...a student. The idea of Michael Dell when starting the company was that consumers of computers would like customized products that serve their own purpose. By so doing, Dell Computer Company developed a marketing strategy focusing on consumer direct purchase of their products from the source. This strategy has allowed the company survives in the market irrespective of many competitors who have similar products, (Musil, 2011).Dell is in the process of understanding consumer behaviours on personal computers and other equipment that relates to computer. With the increase in the number of companies with similar computer services, Dell need to focus on its marketing strategy in order to establish the best market segment. This essay will focus on how Dell should use the exploratory research design understand consumer behaviours on purchase of personal computers. The essay will also evaluate on the current company’s marketing strategy and determine its applicability towards survival and growth in the market. Discussion The most vital aspect in the current personal computer market is to develop products that serve needs of consumers. Dell Computer Company must develop a research study and determine how household consumers purchase personal computers. This will help the company come up with a marketing strategy for marketing its products. Reaching the target population is the most necessary aspect an organization that want to market its product should do. Exploratory research is the...
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...15013998 Course Code : ENG1014 Course Name : English For Business Assignment : Argumentative Essay Weightage : 15% Title of Essay : In your opinion, will e-commerce replace the traditional business transaction within the next ten years? Justify your stand and support your arguments with reasons and examples. You should write between 600 and 650 words. Instructor : Ms Jane Chai En-Huey E-commerce (Electronic commerce) is refer to all business transaction happened through electronic platform such as internet. Recent years, e-commerce has expanded rapidly and is believed to continue at this rate of expansion or even accelerate. As the Internet continues to grow exponentially, e-commerce becomes more general in our lifestyle unlike the traditional business transaction. Traditional business transaction can only be conducted in the form of face-to-face which may confront a lot of difficulties like communication and transportation problems. Due to the advancement of technology, business transaction has become easier and faster, thus, speed up the transaction between sellers and buyers. Therefore, it is strongly believed that e-commerce will replace the traditional business transaction within the next ten years. There are some reasons that prove traditional business transaction is replaceable such as lower cost and improvement in customer service. E-commerce can play an important role in future economy because lower cost is needed to conduct a business...
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...Part Two Essay University of Phoenix Business Information System BIS/219 MU10BSB06 October 4, 2010 Club IT, Part Two Club IT has the potential to be a very profitable business as club has the music and the right type of customers. To keep the customer interested in the club, the Club IT must improve the way club use technology. Club IT has to find a way to maximize its assets and make technology work for them. Some key elements that will help Club IT reach its potential may be a Customer Relationship Management System (CRM), Enterprise Resource Planning System (ERP), and Supply Chain Management System (SCM). This system could significantly change the way Club IT conducts its business, and give them competitive advantages that they are looking for. In this essay I will address club resources, customers, and supply chain as well as I will identify and find solutions to problems that club is facing. Furthermore, I will address how the individual departments at club will benefit by using the new IT System. The first problem the Club IT is facing is that they do not have any kind of social network that the customers can use. Therefore, it is important for club to solve this problem by creating a social online website, where all its customers can create accounts to view upcoming events, purchase tickets for these events and purchase other club IT products. Club IT needs to introduce B2C e-commerce, by setting up a site specifically for the customer. Club IT...
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