THE CUSTOMER PYRAMID: CREATING AND SERVING PROFITABLE CUSTOMERS Zeithaml, Valarie A.; Rust, Roland T.; Lemon, Katherine N. California Management Review Summer2001, Vol. 43 Issue 4, p118 Innovative service companies today recognize that they can supercharge profits by acknowledging that different groups of customers vary widely in their behavior, desires, and responsiveness to marketing. Federal Express Corporation, for example, has revolutionized its marketing philosophy by categorizing its
Words: 11066 - Pages: 45
internet--enabled startup services provider which aims to service the housekeeping needs of the IT crowd in Chennai. This venture will be a partnership amongst Aditya.R, Ferzaad.M, Rashmica.R, Sindhoora.S & Sruthi V.Ramanan. The domain name help4hire.in will also be registered online to facilitate our business. The total capital investment would be 20, 00,000 with 25% equity and 75% debt. The main moto of our service would to provide professional, top-notch quality services at a reasonable price
Words: 3508 - Pages: 15
According to a recent Econsultancy/Toluna survey, 48% of UK consumers find the telephone the most frustrating customer service channel, while 44% prefer to contact firms by email (Charlton, 2011). The introduction of online agents or systems is often motivated by a company’s wish to provide cost-efficient interaction solutions, for instance, by replacing human-to-human service encounters (Salomonson, et al., 2013). Top management has to identify and allocate the management resources to enable the
Words: 289 - Pages: 2
Kodak’s services would be described best, as being customized. This is because they have derivatives to almost all their products and services. With this company, they understand that one does not necessarily fit all. They have evolved from the manual into the digital era seamlessly in order to facilitate the needs of their customers globally. Kodak’s digital printing solutions is a leader in the marketplace due to its unique service characteristics of intangibility, inseparability, heterogeneity
Words: 454 - Pages: 2
a top priority of service firms; moreover, service industries strive for consistent satisfaction of its customers in order to reach their objectives of repeat purchases. In today’s competitive market it is no longer sufficient to merely satisfy customers, Jones argues that satisfied customers defect, and that completely satisfied customers are much more loyal that satisfied customers (Jones & Sasser, 1995). Satisfaction has become an initial stepping-stone for competitive service firms, who continually
Words: 739 - Pages: 3
Variety mempengaruhi Process Design? • Bagaimana Proses di Desain secara detail? • Products, services and the processes which produce them all have to be designed. Produk, layanan, dan proses perlu untuk di desain. • Decisions taken during the design of a product or service will have an impact on the decisions taken during the design of the process which produces those products or services and vice versa. Keputusan yang diambil selama mendesain produk dan layanan akan mempunyai dampak
Words: 918 - Pages: 4
Service Purchasing at the Sunny Hotel Jen Daniely MGT608 Summary A well known Hotel and Spa Resort in Turkey started off as a family owned business and has expanded 200% during a six year period. Previously the purchasing department only handled the purchasing of the supply of goods. The responsibilities of purchasing services were handled by the related department directly receiving the services. The owners decided to bring in a Purchasing Manager, Murat Var, to take over all the purchasing
Words: 885 - Pages: 4
CUSTOMER SEVICES PROCEDURE The Customer Services section is responsible for receiving, documenting and responding complaints or any question from the public or customers. They are received via phone, letter, email or personal visit. Customer service is made up to protecting the customer; know what the customer wants and satisfying the customer. There are many types of communication in customer services include complaints, questions, and problems. The most frequent communications is customer
Words: 1883 - Pages: 8
Shahrzad 20121014 Zahra 20121016 Index • Introduction about Village Volvo • Village Volvo’s Service Package • Distinctive characteristic of Service firm • Characterize Nature of Service act • Characterize Relationship customers • Characterize Customization and judgment • Characterize Nature of demand and supply • Characterize Method of service delivery • Village Volvo back-office management • Village Volvo Versa Volvo Dealers • Conclusion
Words: 1528 - Pages: 7
2012 Gaps Model of Service Quality Perceived Service Expected Service CUSTOMER COMPANY Customer Gap GAP 1 GAP 2 GAP 3 External Communications to Customers GAP 4 Service Delivery Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations * Customer Gap:- difference between expectations and perceptions * Provider Gap 1:- not knowing what customers expect * Provider Gap 2:- not having the right service designs and standards
Words: 1954 - Pages: 8
