The Service Concept: Just like production, service industry is also a vast plot that has its own keen interests and points, though different from production processes but equally important. Similar to production, services also have procedures, and each of them must have to be done properly, at right time and with right care. And these steps, procedures, follow ups need to be defined and recorded properly by the service providers. And here the term helpful, is THE SERVICE CONCEPT. The service concept
Words: 2282 - Pages: 10
Customer acquisition In India, Airtel was first launched in Delhi in August, 1995. At that time the market was at nascent stage, awareness level among the people was very low and all the service providers tried to educate people and spread awareness. As new players came into market, number game was started with a range of schemes being offered to entice customers. Initially the mobile phone was considered as a status symbol and utility was not of that much importance. So the company’s main strategy
Words: 1024 - Pages: 5
Elizabeth Windsor, CEO From: Subject: Recommendations for Service Improvement Date: March 14, 2014 In regards to the McPherson complaint the following issues have been identified: 1. Information technology and operation strategy failure for not identifying full fare ticketed customer through the (RMS) revenue management system and (CRS) computer reservation system. Possible loss of a loyal 10 year profitable customer. 2. Poor service management by a failure of airline employees to coordinate
Words: 570 - Pages: 3
corresponding to their core product (the delivery service). While in theory being a retailer, Zappos sees itself as a service provider. Their core competencies lie in their customer service system (i.e. free calls), their straightforward and useful web interface, their excellent supply chain structure and the extensive return policy. In the following I would like to further explain two of them. Customer Service Zappos prioritises customer service in their business model. A lot of effort is put into
Words: 1171 - Pages: 5
periods of times, while at other times being so fortunate as to have no wait at all. Operations management places a great deal of consideration into the anticipated performance of waiting line systems. These systems are of vital importance in many contexts, but particularly important in the realm of service operations management. Certainly, in our everyday lives we dislike waiting. Truthfully, for the consumer such a delay is little more than a nuisance; however, from an operational standpoint
Words: 950 - Pages: 4
Service quality gap analysis in Indian banks: an empirical study. Abstract: Introduction of Liberalisation Privatisation and Globalisation (LPG) in Indian economy has affected almost all the sectors and industries of the economy. Indian banking industry is no exception to that. The net result of such policy initiatives has been increased competition at the marketplace. The fight for customers has got intensified. Literatures establish a direct link between service quality and marketing performance
Words: 4110 - Pages: 17
any organization and must be based on determining the best was to support the competitive priorities of the enterprise. PROCESS CHOICE The first choice typically faced in process management is that of process choice. Manufacturing and service operations can be characterized as one of the following: 1. Project 2. Job Shop 3. Batch Flow 4. Line Flow 5. Continuous Flow The nature of these processes are discussed below and summarized in the manufacturing product-process matrix
Words: 3683 - Pages: 15
Jurnal Kemanusiaan bil.13, Jun 2009 Modeling customer satisfaction in cellular phone services Muhammad Mohsin Butt mohsinbutt@hotmail.com Ernest Cyril de Run drernest@feb.unimas.my Faculty of Economics and Business Universiti Malaysia Sarawak Abstract Low tariffs, wider coverage and decent quality keep Pakistani cellular phone market growth at an alarming pace. Despite highest growth rate in the region, the lucrative Pakistani market is not free from challenges. The intensified competition
Words: 2075 - Pages: 9
Executive Summary Porcini’s, an Italian-American full service restaurant, has the vision to rapidly expand in the market. The restaurant’s executive team, which includes the VP of marketing- Allesio, the VP of Operations- Kurt Jensen, HR Director- Wanda Halloran, and Chief Chef- Mariana Molise, all collectively developed Porcini’s mission to leverage its strengths for growth. Considering Porcini’s strengths and options available, the organization’s overall strategies are to launch the Pronto’s
Words: 1604 - Pages: 7
Hospitality and Restaurant Management PROF. KATHERINE GUEVARRA Program Chair, SHTM Chapter 1 Introduction 1.1 Background and its problem Among all the business topics that could be written about, the best choice would be the customer service. Customer service initiatives should be grounded in integrity and reality. One aspect of which would be the fact that customers are not always right. It undermines one’s credibility to contend that they are.
Words: 13057 - Pages: 53
