Summary: Delivering Customer Value Based on Service Proces: the Example of Tesco.Com
Delivering Customer Values
Summary for “Delivering Customer Value Based on Service Process: The Example of Tesco.com”
* Table of Contents 1.0 Introduction 3 2.0 The Ten Key Points in the Study 4 2.1 Customer Switching 4 2.2 Efficient Service Process Leads to Customer Loyalty 4 2.3 Importance of Service Process 5 2.4 Tesco.com’s Service Process 5 2.5 Tesco.com’s Customer Value Delivery 5 2.6 The Four Ps: Product 6 2.7 The Four Ps: Price 6 2.8 The Four Ps: Place 6 2.9 The Four Ps: Promotion 7 2.10 Conclusion 7 References 8
Introduction
This report summarizes and identifies the key points for the article “Delivering Customer Value Based on Service Process: The Example of Tesco.com”. The main objective of the paper is to investigate how Tesco delivers customer value in an effort to attract new customers and preserve previous customers. Tesco, founded by Jack Cohen in 1929, is a UK-based global supermarket chain, popular for its “Everyday low prices strategy”. It is the first company to introduce grocery online shopping through its website Tesco.com from the notion that customer would prefer online purchasing from the store they usually go to in person.
Two central conceptions that are at the very heart of marketing and delivering customer value are service quality and satisfaction (Spreng and Mackoy, 1996). In a study conducted by Shemwell et al. in 1998 (cited in Ismail et al., 2009 p. 30), it is stated that in order to maintain the high level of competition in today’s business world, the delivery of high quality service is the key to customer satisfaction and loyalty. By offering different service processes for its customers, businesses can deliver better value than its competitors.
* * 2.0 The Ten Key Points in the Study
The authors have specifically chosen the example of Tesco.com; therefore, this paper would mainly summarize how Tesco.com delivers value by creating a good shopping experience for its
Summary for “Delivering Customer Value Based on Service Process: The Example of Tesco.com”
* Table of Contents 1.0 Introduction 3 2.0 The Ten Key Points in the Study 4 2.1 Customer Switching 4 2.2 Efficient Service Process Leads to Customer Loyalty 4 2.3 Importance of Service Process 5 2.4 Tesco.com’s Service Process 5 2.5 Tesco.com’s Customer Value Delivery 5 2.6 The Four Ps: Product 6 2.7 The Four Ps: Price 6 2.8 The Four Ps: Place 6 2.9 The Four Ps: Promotion 7 2.10 Conclusion 7 References 8
Introduction
This report summarizes and identifies the key points for the article “Delivering Customer Value Based on Service Process: The Example of Tesco.com”. The main objective of the paper is to investigate how Tesco delivers customer value in an effort to attract new customers and preserve previous customers. Tesco, founded by Jack Cohen in 1929, is a UK-based global supermarket chain, popular for its “Everyday low prices strategy”. It is the first company to introduce grocery online shopping through its website Tesco.com from the notion that customer would prefer online purchasing from the store they usually go to in person.
Two central conceptions that are at the very heart of marketing and delivering customer value are service quality and satisfaction (Spreng and Mackoy, 1996). In a study conducted by Shemwell et al. in 1998 (cited in Ismail et al., 2009 p. 30), it is stated that in order to maintain the high level of competition in today’s business world, the delivery of high quality service is the key to customer satisfaction and loyalty. By offering different service processes for its customers, businesses can deliver better value than its competitors.
* * 2.0 The Ten Key Points in the Study
The authors have specifically chosen the example of Tesco.com; therefore, this paper would mainly summarize how Tesco.com delivers value by creating a good shopping experience for its
References: Anon., 2011. About - Clubcard - Tesco.com. [Online] Available at: http://www.tesco.com/clubcard/clubcard/what.asp [Accessed 26 October 2011]. Goldstein, S.M., Johnston, R., Duffy, J. & Rao, J., 2002. The service concept: the missing link in service design research? Journal of Operations Management, pp.121-34. Ismail, A., Abdullah, M.M. & Parasuraman, B., 2009. Effect of Service Quality and Perceive Value on Customer. International Journal of Management Perspectives, III(1). Ma, Y. & Ding, J., 2010. Delivering Customer Value Based on Service Process: The Example of Tesco.com. International Business Research, III(2). Mohsan, F. et al., 2011. Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science, II(16), pp.263-70.