Holy Angel University
COLLEGE OF BUSINESS AND ACCOUNTANCY
Department of Business Management
Susan Munroe, Service Customer
Mrs. Cristina Naguit
LEADER: Fernandez, Marvin T.
MEMBERS: Lansangan, Chimova
Parker, Harley Mae P.
Quioc, Christian Paolo
Santana, Karen F.
June 29, 2010
The fast pace of advances in industrialized locations has increased the need for service, a process that creates benefits by facilitating either a change in customers, a change in their physical possessions, or a change in their intangible assets as described by wordiq.com. Though the service industry is a very lucrative venture to invest in, it is faced with quite a number of challenges. Variability in expectations and perceptions of customer and lack of homogeneity are just some of the problems. Services are typically modified for each client or each new situation (customized). This there could be a problem of inconsistent quality. Both inputs and outputs to the processes involved providing services are highly variable, as are the relationships between these processes, making it difficult to maintain consistent quality. But the bottom-line is that every customer should be satisfied to stay competent in this industry. After all, in every business, it’s always about the customer. Background of the study
Susan Munroe is a final year business student who makes use of an array of services in a course of a single day. From basic necessities like food, up to her chores and studies, the integration of service to her lifestyle is noticeable. As a customer and business student, her expectation on the quality of service she gets from the providers she transacts with is generally high. She is very keen in observing the multi-facets of the businesses apparently due to her knowledge of what she ought to receive as a customer, which primarily is, satisfaction.
Statement of the Problem:
As an unsatisfied customer, what could Susan Munroe do gain higher value from the services she avails of?
Analysis of the Problem:
The complete list of the services which Susan Munroe has used and has planned to use as mentioned by the case are noted below together with brief descriptions: * Weather forecast in the net (predicted rain, so she prepared by bringing an umbrella) *through the help of some modern services, consumers could prepare and prevent much hazzles caused by inevitable situations * Dropped a letter in the mailbox
* Rode a bus to school (used her monthly pass, driver is friendly, bus arrived on schedule, but was too full so she had to stand) * Attempted to have bagel for breakfast in a food stand (place was small but cheerfully decorated, However, no bagel is available, store still waiting for more French toast. Offered decaf, but Munroe can’t wait, class about to start. It was not the first time that it happened. *inventory management was the store’s problem in here, having said that the problem of insufficient stocks of raw materials has long been occurring in the past, the owner should have ordered more to prevent the opportunity costs due to it. * Finance class (professor lectured in near monotone for 75 minutes, sometimes projects charts on screen to project calculations. she thought online lectures and dvds to be watch at leisure time would be as effective) *infrequent student participation had made the class boring, * Marketing class (which she enjoyed because of dynamic prof who encourages active dialogue in class. She participated well) *service providers vary in quality,
* Ate with friends in modernized student union. (In contrast with old cafeteria described as gloomy, with...