Service Essays & Research Papers

Best Service Essays

  • Services - 7106 Words
    A activity-based costing (ABC) Costing method that breaks down the organization into a set of activities, and activities into tasks, which convert materials, labor, and technology into outputs. activity time The time required to perform one activity at one station. adequate service The level of service quality a customer is willing to accept. aftermarketing Marketing...
    7,106 Words | 38 Pages
  • Service Quality in Cleaning Service
    SERVICE QUALITY AND CUSTOMER SATISFACTION AT ISS FACILTIY SERVICE COMPANY (CLEANING SERVICE) Kalyan Malla Bachelor’s Thesis May 2012 Degree Programme in Facility Management To0urism, Catering and Domestic Services DESCRIPTION Author(s) MALLA, Kalyan Type of publication Bachelor´s Thesis Pages 57 Confidential ( ) Until Date 07.05.2012 Language English Permission for web publication (X) Title SERVICE QUALITY AND CUSTOMER SATISFACTION AT ISS FACILTIY SERVICE COMPANY (CLEANING...
    14,213 Words | 44 Pages
  • Service Failure and Service Revovery
    An Assignment on Service Failure and Service Recovery 28th August, 2011 A Service is an experience that a consumer derives at the time of its purchase. It is largely tangible and cannot be owned. Moreover, it is the outcome of being in contact (whether it is low-contact, hybrid or high-contact) with the service provider. Considering this, it is but natural that errors and failures occur. What differentiates one service provider and experience from the other is the way the error is...
    1,060 Words | 4 Pages
  • Service Quality in the Public Service
    INTERNATIONAL JOURNAL OF MANAGEMENT AND MARKETING RESEARCH ♦ Volume 3 ♦ Number 1 ♦ 2010 SERVICE QUALITY IN THE PUBLIC SERVICE Prabha Ramseook-Munhurrun, University of Technology, Mauritius Soolakshna D. Lukea-Bhiwajee, University of Technology, Mauritius Perunjodi Naidoo, University of Technology, Mauritius ABSTRACT The purpose of this paper is to obtain a better understanding of the extent to which service quality is delivered within the Mauritian public service by drawing on...
    7,363 Words | 35 Pages
  • All Service Essays

  • Service Failure and Service Recovery
    Assignment on SERVICE FAILURE AND SERVICE RECOVERY Few months back my experience with ICICI bank helped me identify with these concepts. Service failure can occur on multiple dimensions. A core service failure occurs when a customer is not able to avail the service one has paid for. A service encounter failure occurs when customer interaction with employees of a firm leave the customer feeling negative about the firm. I experienced the first type of service failure. In March 2010,...
    1,047 Words | 4 Pages
  • Service Operations - 3445 Words
    Day 19 (Nov 28, 2012) Improving Service Quality and Productivity Integrating Service Quality and Productivity Strategies “Not everything that counts can be counted, and not everything that can be counted, counts”- Albert Einstein “Our mission remains inviolable. Offer the customer the best service we can provide, cut our costs to the bones; and generate a surplus to continue the unending process of renewal.” – Joseph Pillay, Former Chairman, Singapore Airlines During the 1980s and...
    3,445 Words | 12 Pages
  • Service Marketing - 4425 Words
    1. Executive Summary This report examines the concept of Customer Service Management based on customer involvement with Hotel-81. Researches in this report include academic journal articles, press release, newspaper report and textbook references dated no later than year 2008. In order to attain value co-creation, examinations of Critical Incidents and Zone of Tolerance behaviour in service encounter were used to study the target audience of Hotel-81. Models such as the SERVQUAL,...
    4,425 Words | 12 Pages
  • service delivery - 3655 Words
    Introduction: The major factor which determines the success of a health and social care organization, is its effectiveness of service delivery. The way they offer their services to their customers, the quality of those services, the expectations of the service quality in the minds of the people, etc are really important, when considering the effectiveness of service delivery. The service delivery and associated service operations play a very critical role in achieving customer satisfaction....
    3,655 Words | 11 Pages
  • Service Capacity - 1183 Words
    Service Capacity * Service Capacity is defined as the maximum level of value-added activity, which can be consistently achieved over a period of time under normal operating conditions. * The important consideration is that the service provider should be able to sustain provision of service at such a rate comfortably under normal working conditions. * It can be expressed as : 1. Max. number of patient attended by a Doctor / hr. 2. Max. number of calls attended by a...
    1,183 Words | 5 Pages
  • Service Marketing - 39409 Words
    Service Marketing 10MBAMM314 Syllabus Module I Introduction to services: What are services, Why service marketing, Difference in goods and service in marketing, Myths about services, Concept of service marketing triangle, Service marketing mix, GAP models of service quality Module II Consumer behaviour in services: Search, Experience and Credence property, Customer expectation of services, Two levels of expectation, Zone of tolerance, Factors influencing customer expectation of services...
    39,409 Words | 137 Pages
  • customer service - 1644 Words
     Employee Training & Development Introduction: This paper will focus on analysis and discussing how to deal with the impatient customer, and how training the employees to treat this kind of customer, to make this professional and effective, we will use some useful tool and way, which including training need, training design, development and implementation, also, training outcomes and needs assessment will be mention. Customer service and good customer service: Customer service is...
    1,644 Words | 6 Pages
  • Customer Service - 411 Words
    Customers are very important to any company. Without customers companies would not be successful and have no future or success. Having a good relationship with each customer that enters into your company is very important. Having good communication is important when dealing with different people who are related within your company. Customer satisfaction is very significant. It measures how the products and services supplied by a company meet the customer’s satisfaction. It is good to have...
    411 Words | 1 Page
  • Customar Service - 4892 Words
    Activity 1 Q1 what is a customer and who are the customers for your organization? Ans.Everyone in the organization is customer .Internal customer service must be of high quality so that service to external customers reflects the internal working of the organization .This applies whether your external customers are end –users /consumers or on seller. Q2.Why is it necessary for organization to investigate, identify, assess and include the needs of clients /customers in planning processes and how...
    4,892 Words | 15 Pages
  • service quality - 504 Words
    Service quality on motor bike manufacturing sector in hero honda....................... .... with performance. [1] A business with high service quality will meet customer needs whilst remaining economically competitive. [2] Improved service quality may increase economic competitiveness. This aim may be achieved by understanding and improving operational processes; identifying problems quickly and systematically; establishing valid and reliable service performance measures...
    504 Words | 3 Pages
  • service marketing - 2260 Words
     Services Marketing Name:Hang Hu Student number: 12350648 Date:26/03/2014 Introduction: As a Level 2 student studying Advertising and marketing, Service marketing plays an important role in my study. Service marketing is a sub field of marketing which covers the marketing of both goods and services (Wikipedia.com, 2014). It is considered to...
    2,260 Words | 7 Pages
  • Service Scape - 3409 Words
     Roles of Servicescape A servicescape is not a passive setting it plays an important role in service transactions. An evaluation of the roles they have in service encounters will reveal how important it is to design an appropriate servicescape .A servicescape plays four important roles. Package Servicescapes 'package' the service offer and communicate an image to the customers of what they are going to get. Appropriate servicescaping is a sure shot way to create an image that the service...
    3,409 Words | 10 Pages
  • Customer Service - 1104 Words
    McDonalds believe that good customer service is the responsibility of everybody in the company. Every employee has a part to play in providing with a service with best practise found anywhere in the trade. Products McDonalds provide high quality products, such as burgers, fries, drinks, muffins, etc, which are safe and reliable that it does what it is supposed to do, but not only does the quality of the products matter, the good value for money affects the business. E.g. buy one extra...
    1,104 Words | 4 Pages
  • Service Diary - 816 Words
    Service Encounters The majority of my service encounters are classified as search and experience categories. My postexperience evaluations of the total encounters were surprisingly positive. I say surprisingly because I am a selective customer before and even more so now that I am learning the service marketing concepts. Not to say I am an activist complainer; although, I do appreciate excellent predicted service qualities that fall just short of my desired expectations. A number...
    816 Words | 3 Pages
  • Service Management - 1088 Words
    The Nature of Services Learning Objectives      Classify a service into one of four categories using the service process matrix. Describe a service using the four dimensions of the service package. Discuss the managerial implications of the distinctive characteristics of a service operation. Discuss the insights obtained from a strategic classification of services. Discuss the role of a service manager from an open-systems view of service. An Integrated Approach...
    1,088 Words | 18 Pages
  • Service Quality - 1044 Words
    Service Quality By definition, a service includes several distinct characteristics. A service is intangible and difficult to store. In a service, customers are extensively present as participants in the process. The inseparability of a service is due to the fact that it is simultaneously produced by the provider and consumed by the customer. This is because services are heterogeneous and known to vary from service – provider to service – provider, from customer to customer, and from day to...
    1,044 Words | 4 Pages
  • Service Quality - 1236 Words
    EXECUTIVE SUMMARY This document will provide definition of service quality; also include the dimension of service quality based on 10 dimensions with 97 determinants of quality relating to service which may cause such a gap. They were reliability, responsiveness, competence, access, courtesy, communication, creditability, security, understating or knowing the customer, and tangibles. Generalization of quality dimensions was not possible among all types of services taken together,...
    1,236 Words | 4 Pages
  • Customer Service - 2184 Words
    Good Service Encounter Mr Harry had made a large room reservation on 5th October at Golden Hotel for his son birthday function. Upon the booking of the function room, he received the confirmation slip from the service personnel, Susan, who look forward to seeing Mr Harry on 5th October. She then acknowledges the customer with a smile as she direct him to the door. On the 4th October, Susan made a phone call to Mr Harry to confirm the booking of the large size room for the following day. She...
    2,184 Words | 7 Pages
  • Service Recovery - 613 Words
    Service Recovery Definition of Service Recovery  Service Recovery means that a service breakdown has occurred and the problem has been corrected to the customers satisfaction  Goal: Help retain customer’s as loyal Service Recovery  Customers do not expect you to be perfect. They do expect you to fix things when they go wrong. Creating A Service Recovery Environment    Be A Role Model Ask Staff For Suggestions Solicit Customer Feedback    Reward Good Customer Service...
    613 Words | 7 Pages
  • Service Marketing - 3743 Words
    Contents List five incidents in which a service company has exceeded your expectations. How did you react to the service? Did this incidents change the way you viewed subsequent interactions with each of the companies? In what way? 2 Taipan Dental Clinic, Subang jaya 2 AirAsia 4 DHL 7 DIGI Telecommunication Service 11 List five incidents in which a service company has exceeded your expectations. How did you react to the service? Did this incidents change the way you viewed...
    3,743 Words | 10 Pages
  • Service Provider - 424 Words
     Bi Describe the terms and conditions of your employment as set out in your contract of employment or employment agreement. Headings + brief description Bii Describe the information which needs to be shown on your pay slip/statement. The following pieces of information must be shown on a pay slip:- Name Address National insurance number Tax code Deductions to pay NET PA Tax code Employment number Biii Identify TWO changes to personal information which you must...
    424 Words | 3 Pages
  • Quality in Services - 5893 Words
    What is Quality? "The totality of features and( characteristics of a product or service that bear on its ability to satisfy stated or implied needs." -Kotler “Quality must provide goods and( services that completely satisfy the needs of both internal and external customers. Quality serves as the "bridge" between the producer of goods or services and its customer.” -Johnson & Weinstein “Quality is( consistent conformance to customer’s expectations.” –Stack et al ( “Quality is a...
    5,893 Words | 23 Pages
  • FLOWER OF SERVICE - 3403 Words
    Introduction Generally, financial services refer to services provided by the finance industry either public or private finance industry. Financial services defined as services that related to facilities such as saving accounts, checking accounts, leasing, loans and money transfer provided by banks, credit unions and finance companies.1 Flower of service is a visual framework for understanding the supplementary service elements that surround and add value to the core product. Flower of service...
    3,403 Words | 10 Pages
  • Service Tax - 410 Words
    Service Tax Service Tax is a form of indirect tax imposed on specified services called "taxable services". Service tax cannot be levied on any service which is not included in the list of taxable services. Over the past few years, service tax been expanded to cover new services. The objective behind levying service tax is to reduce the degree of intensity of taxation on manufacturing and trade without forcing the government to compromise on the revenue needs. The intention of the...
    410 Words | 2 Pages
  • Service Quality - 2917 Words
    Service Quality Definition of Service Service is largely intangible and is normally experienced simultaneously with the occurrence of production and consumption. It is the interaction between the buyer and the seller that renders the service to customers (Groonroos, 1988). Kotler & Keller, (2006) defines service as any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Services refers to “economic...
    2,917 Words | 9 Pages
  • Components of a Service - 1662 Words
    The organisation I chose to look at in terms of components of a service is The Meikles hotel in Harare CBD. The four components of a service are service delivery, service environment, service product and the physical product. The services have the following additional characteristics intangibility, inseparability, variability and perish ability. MEIKLES Intangibility is defined as being, Kotler(2005: 42), “ unlike physical products, services cannot be seen, tasted, felt, heard or smelled...
    1,662 Words | 5 Pages
  • Customer Service - 341 Words
    The key concepts and topics in this course that have made me a stronger candidate to continue in the business world would be what I have learned from the units dealing with diversity, customer behavior, customer loyalty, and exceptional service. Looking back I have learned that customer comments, whether they are good or bad, should always be taken into consideration, addressed and handled appropriately. By recognizing these comments I noticed that they can provide insight to the thought process...
    341 Words | 1 Page
  • Atm Services - 15656 Words
    IMSM-R Department of Economics Balasubrahmanyam Annam Narasimha rao Yallapragada Understanding Customer Attitudes towards TECHNOLOGY-BASED SELF-SERVICE A case study on ATMs Masters Thesis Masters in Service Management Research Date/Term: Supervisor: 2006/ Spring Lars Haglund, Pro-Vice Chancellor Karlstads universitet 651 88 Karlstad Tfn 054-700 10 00 Fax 054-700 14 60 Information@kau.se www.kau.se ACKNOWLEDGEMENT Over the past years we’ve been inspired and encouraged...
    15,656 Words | 61 Pages
  • Service Encounter - 3910 Words
    TABLE OF CONTENT 1 | Executive Summary | Page 3 | 2 | Introduction | Page 3 | 3 | Definition of Perceived Service Quality and People management tools | Page 4 | 4 | | | | Dimensions of Perceived Service Quality | Page 4 | 4.1 | Reliability | Page 4/5 | 4.2 | Responsiveness | Page 5/6 | 4.3 | Assurance | Page 6 | 4.4 | Empathy | Page 6/7 | 4.5 | Tangibles | Page 7 | | | | 5 | Gap model of service quality | Page 7/8 | 5.1 | Gap 3:...
    3,910 Words | 11 Pages
  • Service Quality - 29204 Words
    University of Nottingham The Dark Side of Customer Relationship Management in the Luxury segment of the Hotel Industry Akshay Jaipuria MA Management Abstract Today, service organizations are shifting their focus from “transactional exchange” to “relational exchange” for developing mutually satisfying relationship with customers. Extended relationships are reported to have a significant impact on transaction cost and profitability, and customer lifetime value. Serving the...
    29,204 Words | 103 Pages
  • The Service Concept - 2086 Words
    1. Introduction The service concept is critical and central in managing service operations. It has become increasing important in defining what the corporations are selling and the customer buying or using. It can be used to design and improve the services. “The service concept is something that is more emotional than a business model, deeper than a brand, more complex than a good idea and customers and creates a business advantage.” (Johnston.R and Clark.G, 2008) The selected service...
    2,086 Words | 9 Pages
  • Guest Service - 713 Words
    Guest Service MGT/372 May 13, 2013 As a family and working at an Event and Wedding Planner company, we love to treat ourselves once or twice a month without the rush or pressure of being working. Now, with the information learn thru this class does a lot that is looked to have a clear understand of what is learned. The level of service we received during our dining experience are the expectation we have of a restaurant, they can be minimum, met,...
    713 Words | 2 Pages
  • Service Tax - 7737 Words
    SIGNIFICANT AMENDMENTS MADE THROUGH NOTIFICATIONS/CIRCULARS ISSUED BETWEEN 01.07.2011 TO 30.06.2012 A. 1. NEW EXEMPTIONS/AMENDMENTS IN/WITHDRAWAL OF EXISTING EXEMPTIONS Rate of service tax restored to 12% As per section 66, the charging section under earlier regime, rate of service tax was 12% of the value of taxable services. However, the rate of service tax was reduced to 10% vide Notification No. 8/2009 ST dated 24.02.2009. With effect from 01.04.2012, Notification No. 02/2012-ST dated...
    7,737 Words | 26 Pages
  • Service Quality - 11543 Words
    CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts...
    11,543 Words | 40 Pages
  • service quality - 2701 Words
    ABSTRACT In recent years, banks have had to present more various services with higher quality due to the increase in competition and keeping the durability and their profitability. Indeed in these years the increasing trend of competitive environment in the banking industry of the country attracted banks to the field of offering banking services expected by the customers more than before. In this issue paying attention to the effective factors on customers' expectations and its relationship...
    2,701 Words | 9 Pages
  • It Services Innovation - 2092 Words
    This report will examine the impact of smartphones in revolutionalising remote and participatory healthcare by analysing the application potential of ‘eMed’ in relation to the framework of ICT supported collaboration. Our business idea has been to develop a holistic health-service related smartphone application as we have identified the growing market potential of using mobile technology to digitalise healthcare services. The application we have designed, eMed, will provides two main...
    2,092 Words | 7 Pages
  • Service Tax - 11827 Words
    INTRODUCTION Service tax is a tax on Services. Service tax is not a tax on profession / trade but it is a tax on the service provided in exercise of the profession / trade. It is leviable only if there is provision of service. SALE V/S SERVICE Service is different from sale. The fact that some goods have been used in the course of providing service’ doesn’t make that transaction a sale. The nature of the transaction depends on the intention of the parties. If the parties intended to enter...
    11,827 Words | 55 Pages
  • Service Portraits - 7815 Words
    International Journal of Service Industry Management Emerald Article: Service portraits in service research: a critical review Bo Edvardsson, Anders Gustafsson, Inger Roos Article information: To cite this document: Bo Edvardsson, Anders Gustafsson, Inger Roos, (2005),"Service portraits in service research: a critical review", International Journal of Service Industry Management, Vol. 16 Iss: 1 pp. 107 - 121 Permanent link to this document: http://dx.doi.org/10.1108/09564230510587177...
    7,815 Words | 23 Pages
  • Service Economy - 800 Words
    Welcome to Service Management Chapter 01 Role of Services in an Economy James Fitzsimmons Seay Professor of Business Emeritus University of Texas at Austin McGraw-Hill/Irwin Service Management: Operations, Strategy, and Information Technology, 6e Copyright © 2008 by The McGraw-Hill Companies, Inc. All Rights Reserved. Learning Objectives Identify traits that all services have in common. Discuss the central role of services in an economy. Identify and differentiate the five stages of...
    800 Words | 5 Pages
  • Customer Service - 276 Words
    Moment of Truth Aldo is the object that we chose to observe and study their customer service quality. Aldo is a private corporation that owns and operates a worldwide chain of shoe and accessory stores. Based on our observations, we felt dissatisfied through its customer service for the following reasons: 1. POOR GREETING. The staffs are not greeted the customers immediately. Although they are busy with others, they still can give a smile and quick greeting, and tell them they will be...
    276 Words | 1 Page
  • Customer Service - 530 Words
    The Importance of Good Customer Service Good customer service is essential for every business and organization. As soon as a customer steps foot into a business or an organization, workers and volunteers should do everything they can to ensure that the customer gets the best experience possible. Every member of an organization should have an immensely positive attitude. To make sure that the client is satisfied, the workers and volunteers need to have a smile on their face, no exceptions. The...
    530 Words | 2 Pages
  • Service Marketing - 23620 Words
    CHAPTER nine Services Marketing “Okay, everyone knows that the Net is changing everything . . . that’s old news. The savvy companies are already asking themselves: what comes next? Chapter Two of the Internet will be about the mass proliferation of e-services.” K. Douglas Hoffman, Colorado State University Dr. Hoffman earned his master’s and doctorate degrees from the University of Kentucky and his bachelor’s degree from The Ohio State University. He has been formally recognized for...
    23,620 Words | 81 Pages
  • Services Benchmark - 456 Words
    QUESTION 2 SERVICES QUALITY BENCHMARING Telecommunication Industries In Malaysia Overview The telecommunications industry in Malaysia has experienced significant growth in recent years. Currently there are three major popular company that operates in Malaysia other than Telekom Malaysia such as Maxis, Celcom and Digi. Payne (1994) States that Service Quality Benchmarking follows five stage process. Step 1: Define the competitive Area Define the competitive arena that is with whom...
    456 Words | 3 Pages
  • Service Delivery - 441 Words
    Describe Xpress Lube’s service package • Xpresso Lube’s provides oil-change service to its customers with a coffee bar experience and a music band during the evening to make customer waits very enjoyable. • They also provide a free transportation services taking his customers to and from work to ensure the convenience of the customer. • Xpresso Lube has two service lifts and make customers to participate in the service by explaining them visually. How are the distinctive characteristics...
    441 Words | 2 Pages
  • Service Marketing - 2456 Words
    Globalization is continuing at an inexorable pace. A survey of 497 senior executives around the world conducted by the Economist Intelligence Unit for AT&T say that almost 42% of firms will be deriving half or more of their revenue from foreign markets in coming years (The Economist, 2007). Companies will have to make use of variety of strategies to enter new markets to achieve international growth be it service or manufacturing sector. There are many routes for expansion such as, Greenfield...
    2,456 Words | 7 Pages
  • Customer Service - 829 Words
    What Is Customer Service? Customer service has been defined in many ways. The challenge is that appropriate service means different things to different people. It is often easier for customers to identify inappropriate service, than to define what they should experience. Some Common Definitions of Customer Service “Customer service is a commitment of all employees in a company to make being a customer a completely positive experience one that everyone customer will want to experience time...
    829 Words | 3 Pages
  • Customer Service - 2965 Words
    Unit 1 Assessment Assessment You should use this file to complete your Assessment. • The first thing you need to do is save a copy of this document, either onto your computer or a USB drive • Then work through your Assessment, remembering to save your work regularly • When you’ve finished, print out a copy to keep for reference • Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the...
    2,965 Words | 17 Pages
  • Service Quality - 258 Words
    1. Why is quality a difficult term to define? How can we improve our understanding of quality? As we can see quality is difficult term to define because quality is not an attribute of the object or product, it is a perception that relates a person observing or using a product to that product. Hence, quality is not absolute, but relative. In the lifecycle of a product, quality might be different along the stages. A new product could be a quality product if it is chock full of bells and...
    258 Words | 1 Page
  • Concept of Services - 560 Words
    Commerce 1 : Semester 2 Unit 5 = Concept Of Services 5.1 = Services , Meaning = A type of economic activity that is intangible, is not stored and does not result in ownership. A service is consumed at the point of sale. Services are one of the two key components of economics, the other being goods. Examples of services include the transfer of goods, such as the postal service delivering mail, and the use of expertise or experience, such as a person visiting a doctor. Characteristics = 1....
    560 Words | 2 Pages
  • Marketing for Services - 10747 Words
    Gold Spa and Fitness Club Marketing for Services Project Report By: Ali Owais Arshia Azhar Arsalan Khan Hassan Tahir M.Adeel Tariq Momin Malik Ibrahim Farukh Haroon Ahmed June 27, 2012 Lahore School of Economics Table of contents Executive Summary……………………………………………………………………3 Introduction…………………………………………………………………………….4 Core and Supplementary services…………………………………………………….5 3 Stage model of consumption…………………………………………………………8 Flower of Service……………………………………………………………………….11...
    10,747 Words | 29 Pages
  • Intangible Service - 308 Words
    The one feature of service I would like to discuss is intangibility so let me get right to it. Service is an act that occurs in the universe. You can’t touch it, feel it, nor physically alter it. For those reasons it can be a challenge to control. Unlike adjusting ingredients in an entrée to make it taste better, or making rooms bigger to accommodate guests, service cannot be fixed with a hammer or with some extra salt and pepper. Service is psychological; it’s the interaction between the...
    308 Words | 1 Page
  • Customer Service - 1631 Words
    Customer Service What is Customer Service? Customer Service is any contact between a customer and a company that causes a negative or positive experience by a customer, it also means being able to exceed the needs and expectations of all their customers rather than just meeting them. “Excellent customer service is about creating a good impression: meeting the needs and exceeding the expectations of visitors, and making them feel welcome, excited and valued.” (http://www.rmg.co.uk) Who...
    1,631 Words | 5 Pages
  • Customers Service - 428 Words
    What are the needs of customers? There are many needs of customers, everywhere you go and anything you do customers are needed – It varies from internal and external customers. Some of the major customer services are restaurants, retail stores, and manufacture companies. Many of these companies or stores need to understand the customers to be successful. Customer services in restaurants need to stress to the importance of keeping customers. For example, in the article, “Poor Customer...
    428 Words | 2 Pages
  • Evaluating Services by a Customer Service Department
    American International University-Bangladesh (AIUB) Proposal On “Evaluating Services by a Customer Service Department” A study on Real Estate and Developer Business in Bangladesh Supervised By: DR. MD. FARUQUE HOSSAIN Faculty of Masters of Business Administration American International University-Bangladesh (AIUB) Submitted By; Debnath,Pragya Paramita ID- 11-95135-3 Course name:...
    746 Words | 4 Pages
  • Hospitality Service - 2537 Words
    Hospitality Service Excellence The academic circles have not formed a standard definition for service failure, but scholars have put forward their own understanding from different angles: Hays and Hill defined service failure ascontact situation that make customers unsatisfied(Julie Hays& Arthur, 2001). Keaveneypointed out that if the customers feel unsatisfied about the service system, then service failure occur (Crittendenet al. 1995).Keaveney has divided service failure into two types:...
    2,537 Words | 7 Pages
  • Customer Services - 1321 Words
    Unit 1 Assessment Assessment You should use this file to complete your Assessment. • The first thing you need to do is save a copy of this document, either onto your computer or a USB drive • Then work through your Assessment, remembering to save your work regularly • When you’ve finished, print out a copy to keep for reference • Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the...
    1,321 Words | 14 Pages
  • Service Management - 1451 Words
    Introduction The service industry interacts with our lives on a daily basis. Services can be defined as deeds, processes and performances. When considering the differences between products and services, intangibility and the fact that a service cannot be touched, tasted, viewed or tried on are terms often used (McColl-Kennedy & Kiel 2000). Services differ from goods in essentially four ways: (1) intangibility; (2) inseparability; (3) heterogeneity; (4) perishability (Kotler, Brown, Adam,...
    1,451 Words | 4 Pages
  • Service Marketing - 3490 Words
    1.0 OVERVIEW OF THE SERVICE INDUSTRY We have always had service industries, and indeed there are numerous biblical references to services as diverse as inn keeping, money lending and market trading. Over time, the service sector has grown in volume and in the importance attributed to it. According to Baker J.M et al, The Marketing Book 5th Ed, (2003), early economists saw services as being totally unproductive, adding nothing of value to an economy. He quotes Adam Smith as having...
    3,490 Words | 11 Pages
  • Service Culture - 1181 Words
    LITERATURE REVIEW Service culture helps to define how the organisation learns and evolves from employees as well as customer knowledge, as delivering quality service is considered an essential strategy for success and survival in today’s competitive environment. “A Service Culture indicates that, for everyone in the provider organisation, customer satisfaction is the top priority and that service provider activities demonstrably contribute to the business objectives of the Customer.”...
    1,181 Words | 4 Pages
  • Service marketing - 1739 Words
    Introduction A service quality gap analysis is a management technique and a setting performance standard which is based on the actual level of business performance and delivered. By analyzing five gaps, firms can find some way to increase company’s profit and performance. Service quality gaps always occur in the real business environment and it is an inevitable problem. However, enterprises often based on their customers, markets and their product quality to analysis their SERVQUAL and help...
    1,739 Words | 6 Pages
  • service provider - 290 Words
    Next, service provider can also be considered as the factor that might influence customers’ service experience in healthcare service system. Service provider can be defined as the primary provider of core service in the organization and in this case study Pantai Hospital Sungai Petani has been chosen as the organization to portray the Servuction Model and the representative of the healthcare service. So the service provider in Pantai Hospital is the doctors. By referring to Servuction Model...
    290 Words | 1 Page
  • customer Service - 626 Words
    Octavia Risby Customer Service Prof. Tracy Braye 10/22/13 Chapter Seven Review Question Response 1. Service breakdown occurs when a product or service does not meet a customer’s expectations. This causes them to become frustrated and therefore the breakdown takes place. 2. Customers have access to information that allows them to make educated decisions about the product or service they purchase. When a customer feels their expectations have not been fulfilled they become...
    626 Words | 2 Pages
  • Service Delivery - 7752 Words
    International Journal of Service Industry Management Emerald Article: A comparison of service delivery processes of different complexity Peter J. Danaher, Jan Mattsson Article information: To cite this document: Peter J. Danaher, Jan Mattsson, (1998),"A comparison of service delivery processes of different complexity", International Journal of Service Industry Management, Vol. 9 Iss: 1 pp. 48 - 63 Permanent link to this document: http://dx.doi.org/10.1108/09564239810199941 Downloaded on:...
    7,752 Words | 23 Pages
  • Service Marketing - 384 Words
    Chapter 11 Creating delivery systems in place, cyberspace and time Learning Objectives- What are the options for delivering our service? * What physical and electronic channels can we use? * Should we offer customers a choice? * What physical evidence should our facilities present? * When and where should our service be available? * Is it feasible to shift from high-contact to low-contact delivery? * What options exist for using third-party intermediaries?...
    384 Words | 3 Pages
  • Services Marketing - 2232 Words
    MKTG2503- Services Marketing Workshop Summary Introduction In this services marketing workshop summary, key theory concepts of the five presentations will be briefly discussed and two or three aspects of what the rest four groups did well and what they did poorly in each presentation will be pointed out. Key Theory Concepts & Evaluation of Presentations Presentation 1: Kiwi Experience The key theory concepts covered in this presentation are: * Differences between goods and services...
    2,232 Words | 8 Pages
  • Service concept - 1399 Words
    In this assignment I am going to conduct a critique of the following service management ideas, theories, concepts and techniques; specifically with reference to their purpose, application and limitations and with regard to how these service management ideas, theories and techniques may contribute to the development of a successful business: Service concept, Service concept profiling and The SERVQUAL model. Service concept purpose, The service concept has been defined variously throughout the...
    1,399 Words | 5 Pages
  • Service Marketing - 5306 Words
    (1)In your own words,summarize the journal article “Critical Service Incidents:Analyzing service Failure & recovery in Hotels,Restaurants,& Transportation in Malaysia.” In the 21st century, the business world today require a high level of service quality to ensure that customer's loyalty are retained and bringing more customer into their business. A service that is either good or bad has given a big influence in customer's satisfaction and at the same time giving different result in the...
    5,306 Words | 14 Pages
  • The Nature of Services - Distinctive Characteristics of Service Operations
    Chapter 2 The Nature of Services Distinctive Characteristics of Service Operations In services, a distinction must be made between inputs and resources. For services, inputs Are the customers themselves, and resources are the facilitating goods, employee labor, and capital at the command of the service manager. Thus, to function, the service system must interact with the customers as participants in the service process. Because customers typically arrive at their own discretion and...
    9,826 Words | 47 Pages
  • Developing a Service Brand Using the Service Mix
    DEVELOPING A SERVICE BRAND USING THE SERVICE MIX -Kunle Dixon Odukoya Unlike product brands, service brands are identifiable activities or benefits that one party can offer to another that is essentially intangible and doesn’t result in a change in ownership. Thus service brands are those utilities that have as their core, the five attribute of services vis • Intangibility: not existing in physical form • Invisibility: cannot be seen • Inseparability: cannot be separated from the...
    1,495 Words | 6 Pages
  • The Service Encounter Determines the Quality of the Service on Offer. Discuss
    A service encounter is simply defined as a customer’s actual interaction with a service company. Shostack (1985) defined service encounter as the period of time that a customer interacts with a service. Merritt (1977:198), a linguistic scholar, views a service encounter as an instance of face to face interaction between a server who is ‘officially posted’ in some service area, that interaction being oriented to the satisfaction of the customer’s presumed desire for some service and the server’s...
    1,902 Words | 6 Pages
  • Service Quality Gap in Restaurants
    ------------------------------------------------- SERVICE QUALITY GAP IN RESTAURANTS IN VARANASI Under the Guidance of Dr. Ashutosh Mohan By:- Prachi Prabha Chauhan(31) Jitendra Singh(19) MBA-IB (2010-2012) INTRODUCTION The restaurant industry is a demanding sector that stresses the provision of high-level customer service and continuous quality improvement. As lifestyles change and dining out becomes more and more commonplace, customers desire new flavors, comfortable...
    4,017 Words | 15 Pages
  • Service Encounter Report - 1455 Words
    Service Encounter Report 1.0 Introduction The purpose of this report is to critically evaluate the services encounter using service marketing perspective. In order to do this report, I had experience few service industries around Kota Kinabalu area. I had took six encounters service as my journal entries and two of the journal entries will use to develop this report which is the most and least satisfactory service encounter. The encounters that I had chosen will reflect different type of...
    1,455 Words | 5 Pages
  • COMPLAINT HANDLING AND SERVICE RECOVERY
    COMPLAINT HANDLING AND SERVICE RECOVERY RELIABILITY IS CRITICAL IN SERVICE BUT… In all service contexts, service failure is inevitable. Service failure occurs when service performance falls below a customer’s expectations in such a way that leads to customer dissatisfaction. Service recovery refers to the actions taken by a firm in response to service failure. KEY QUESTIONS FOR MANAGERS TO ASK ABOUT CUSTOMER COMPLAINING BEHAVIOR Why do customers complain? What proportion of...
    2,752 Words | 11 Pages
  • Production Line Approach to Service
    Production-Line Approach to Service The service sector of the economy is growing in size but shrinking in quality. So say a lot of people. Purveyors of service, for their part, think that they and their problems are fundamentally different from other businesses and their problems. They feel that service is people-intensive, while the rest of the economy is capital-intensive. But these distinctions are largely spurious. There are no such things as service industries. There are only industries...
    672 Words | 2 Pages
  • Gold and Customer Service - 471 Words
    CASE APPLICATION (Making You Say Wow). 1. Using Exhibit 3-2 and the information from this case, describe the culture at the Ritz-Carlton. Why do you think this type of culture might be important to a luxury hotel? What might be the drawback of such a culture? We can describe the culture at the Ritz-Carlton by looking at their ‘Gold Standards’ as the foundation of customer service that put the guest like royalty. This new customer service philosophy implemented in mid-2006 that encompass...
    471 Words | 2 Pages
  • Customer Service of Grameenphone - 11419 Words
    Customer Service of Grameenphone: An Evaluation Table of contents Executive Summary VII Chapter 1: Introduction of the Report 1 1.1 Origin of the report 1 1.2 Objective 1 1.3 Scope 2 1.4 Limitations 2 1.5 Historical Background 2 1.6 Sources & Methods of Collecting Data 3 1.7 Acronyms 3 1.8 Report Preview 4 Chapter 2: GP Organizational Information 5 2.1 Company Vision 5 2.2 Company Mission 6 2.3 Our Values 6 2.4 Good Business, Good Development 7...
    11,419 Words | 42 Pages
  • Gaps model of Service Quality
    Gaps model of Service Quality The success of 7-eleven The Gaps model of service quality was first developed by Parasuraman, Berry and Zeithaml in 1985 and more recently described in Zeithml and Bitner in 2003. The model identifies four spectfic gaps leading to a fifth overall gap between customers’ expectations and perceived service. Knowledge gap The first gap may occur when management identify the customer’s expectation inaccurately. When the customer expectation has difference with the...
    1,550 Words | 5 Pages
  • Quality Management in Service Industries
    Quality Management in Service Industries Part 1. Introduction In present time, there is a worldwide trend that service industry occupies a dominant position in the economy in the majority of developed countries and areas. Without a doubt, major changes in government policy and business transactions have a significant influence on the flourish of services industry. However, nowadays the increased value of services also brings big pressure on marketers to implement different strategies...
    2,171 Words | 7 Pages
  • Service quality in the betting industry
    1.0 INTRODUCTION Betting in Mauritius is mostly focused on Horse Racing and Football Matches. Betting is considered to be a monetary activity where people bet for money to gain more if they win or lose the entire amount they bet if they lose. Though betting existed since 1812 in the form of horse racing, it is just recently that the industry started to reach its maturity. The betting industry started to develop with the introduction of various kind of betting such as the National Lottery and...
    12,474 Words | 42 Pages
  • Customer Expectations of Service - 10169 Words
    CHAPTER 03 Customer expectations of service L EARNING O BJECTIVES This chapter’s objectives are to: 1 Recognize that customers hold different types of expectations for service performance. 2 Discuss the sources of customer expectations of service, including those that are controllable and uncontrollable by marketers. 3 Acknowledge that the types and sources of expectations are similar for end consumers and business customers, for pure service and product-related service, for experienced...
    10,169 Words | 35 Pages
  • Understanding Customer Service - 279 Words
    Understanding Customer Service: Internal and External Customer Service Internal Customer Service Internal customer service is equally important as external customer service. Internal customer service means treating your colleagues as if they were your paying customers. Internal customer service means delivering competent, quality work in a courteous and helpful manner. Internal customer service is the same as external customer service; it just applies to the people within the company...
    279 Words | 1 Page
  • Personalisation: Service Provider and Support
    MARIA WALTON PERSONALISATION UNIT 1 – Rights as a citizen 1: What is personalisation? Personalisation is placing the service user at the centre of the service, increasing service user’s ability to exercise choice, control of their care as it is their right, and focus on their Personalisation is a social care approach described by the Department of Health as meaning that “every person who receives support, whether provided by statutory services or funded by themselves, will have...
    3,780 Words | 14 Pages
  • Retail Services Characteristics - 2095 Words
    In this paper the most common services characteristics, namely perishability, intangibility, inseparability and heterogeneity will be applied to a well - known retail services brand. In this case the focus shall be on how the aforementioned characteristics apply to Starbucks. In order to better understand the problem the history of the company alongside current corporate objectives will be briefly described. In the following paragraphs the notice will be mainly on the retailer’s ability to cope...
    2,095 Words | 6 Pages
  • The Gap Model in Service - 2618 Words
     Quality of the service is the degree of conformance of all the relevant features and characteristics of service to all the aspects of the consumers’ needs limited by the price and delivery s/he will accept. Quality can be viewed from two perspectives:  Internal quality based on conformance to specifications External quality based on customer-perceived quality Gain competitive advantage, maintain loyalty Increase value (may permit higher margins) Improve profits Expected...
    2,618 Words | 31 Pages
  • Jit in Service Industry - 3576 Words
    Acknowledgement It is with overwhelming gratitude that I thank my lecturer, Mr. Harish, for giving me the opportunity to write a report on a challenging subject like ‘Just-in-time in service industry’. I would also like to thank my parents for supporting me in the noble pursuit of knowledge. Special thanks to my beloved life partner who helped me in getting a lot of research material. I also express my thanks to the authors of the books which has helped me get a better outlook of the...
    3,576 Words | 12 Pages
  • Online orders and delivery services
    SMARTSHEET.COM, INC. USER AGREEMENT Last Updated: November 16, 2013 This User Agreement governs all of your use of our internet-delivered work collaboration service (the “Online Service”), whether you access it from our website at http://www.smartsheet.com (the “Site”), from our mobile applications and mobile websites, or from any other application or access point we make available to you. THIS AGREEMENT GOVERNS ALL USE YOU MAKE OF THE ONLINE SERVICE AND OUR SITE, INCLUDING YOUR FREE OR...
    4,335 Words | 14 Pages
  • Service Quality of Hdfc - 1368 Words
    GOVERNMENT S P M R COLLEGE OF COMMERCE. SUBMITTED OF SYNOPSIS TO :- PROF DEEPAK MANHAS SUBMITTED OF SYNOPSIS BY:- MISS. SUMITIKA GUPTA(ROLLNO 22) TOPIC OF PROJECT REPORT:- TO STUDY SERVICE QUALITY OF HDFC BANKS.(UNDER MARKETING FIELD). COMPANY:- HDFC BANK. DATE OF SUBMISSION:-15OF SEP;2012. Introducation of sevice quality:- In the days of intense competition, the banks are no different from any other consumer marketing company. It has become essential for the service firms in general...
    1,368 Words | 5 Pages
  • Good Customer Service - 742 Words
    Good Customer Service Good customer service is all about bringing customers back. Due to intangibility, the customers can’t feel the service, and thus causes lack of confidence of customers to the services. Therefore, the business should ensure that they provide a good, nice, friendly and professional service to the clients. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue. The staff...
    742 Words | 3 Pages
  • Tesco - Customer Service - 1606 Words
    Tesco – Customer service Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage. Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its...
    1,606 Words | 6 Pages
  • tourism service characteritics - 315 Words
    Inseparability Inseparability of production and consumption involves the simultaneous production and consumption which characterizes most services. Whereas goods are first produced then sold and then consumed, services are first sold, then produced and consumed simultaneously(Regan, 1963).Since the customer must be present during the production of many services, for example an airline trip, inseparability “forces the buyer into intimate contact with the production process”(Carmen and Langeard,...
    315 Words | 1 Page
  • Retail Service Quality - 2237 Words
    A Measure of Service Quality for Retail Stores: Scale Development and Validation Pratibha A. Dabholkar Dayle I. Thorpe Joseph 0. Rentz University of Tennessee, Knoxville Current measures of service quality do not adequately capture customers 'perceptions of service quality for retail stores (i.e., stores that offer a mix of goods and services). A hierarchical factor structure is proposed to capture dimensions important to retail customers based on the retail and service quality...
    2,237 Words | 8 Pages
  • A Comparison of Hotel Service Software
    Providence, Rhode Island Feinstein Graduate School Mid-term Exam A Writing Project Submitted in Partial Fulfillment of the Requirements for the MBA Degree Course: HOSP 6526 Prof. Markham Chunzi Wang Dec 21, 2012 Question: Compare three different hotel service softwares (Hotel ServicePro, GuestWare, Oscar). What are key features and price point of each one? What are strengths of each one? With Marriott, Providence hotel condition, why they choose GuestWare as their service...
    1,163 Words | 5 Pages
  • Service Quality Dimension - 3228 Words
    IBEJ Vol.2 Issue No.1 (2009)01-18 ISSN 1985 - 7918 SERVICE QUALITY DIMENSIONS, PERCEIVE VALUE AND CUSTOMER SATISFACTION: ABC RELATIONSHIP MODEL TESTING 1 Nek Kamal Yeop Yunus, 2Azman Ismail, 3Zubrina Ranee Juga, 4 Salomawati Ishak 1 Faculty of Business and Economics Universiti Pendidikan Sultan Idris, Tanjong Malim, Perak,Malaysia 2 Faculty of Defence Management Universiti Pertahanan Nasional Malaysia 3 Faculty of Cognitive Sciences & Human Development Universiti Malaysia Sarawak,...
    3,228 Words | 11 Pages
  • Service Marketing Notes - 3648 Words
    Chapter 1: Intro Goods Service Implications Tangible Intangible • Inventories • Patents • Displayed or communication • Pricing challenges Standardized Heterogeneous • Dependence on employee and customer actions, • Uncontrollable factors • Quality matched to promise/promoted Production separate from consumption Simultaneous production and consumption • Customers participate in and affect the transaction • Customers affect each other • Employees affect the service outcome. •...
    3,648 Words | 20 Pages
  • Report on Service Encounters - 4519 Words
    TABLE OF CONTENT 1.0 INTRODUCTION 3 2.0 BODY 2.1 Service encounters, service relationship and level of customer contact. 4 2.2 The framework of evaluation of services encounter 4 2.2.1 Customer expectations and customer emotions in the services encounters 5 2.3 Customer Satisfaction and Service Quality 6 2.3.1 The rate of service quality 6 2.4 Service failure and service gaps 7 2.4.1 Recommendation : Service gaps model 8 3.0 CONCLUSIONS 9 REFERENCE LIST 10 APPENDICES 12 1.0...
    4,519 Words | 12 Pages
  • Marketing: Customer Service - 750 Words
     REVIEW QUESTIONS (after chapter 1 lectures) 1. What is so distinctive about services marketing that it requires a special approach, set of concepts, and body of knowledge? Services are defined in as “deeds, processes and performances”. None of these physical objects are physical objects in which a customer can take ownership of, because it is so different from products, service marketing requires a special approach, set of concepts and body of knowledge. 2. What do you mean by...
    750 Words | 3 Pages

All Service Essays