Case study: Managing Customer Quality Service

The business I have chosen for this investigation is ASDA superstore. This is a large chain of supermarkets throughout Britain which retails clothes, merchandise, food, and electronics etc. in this part of my course work I will briefly explain the aims and objectives of ASDA I will also explain the external factors which affect the aims and objectives of the business however I will first be talking about a brief history of ASDA.

2) Can an intermediary serving two customers avoid alienating one of the groups as it searches for ways to grow? If not, why? If so, how?

Customers want the business to produce quality products at reasonable price. You have different types of customers. There are different types of customers there are loyal ones, young ones, elderly, family or one-time customers.

4. Speculate on what will happen at IKEA stores as they are adapted to fit local tastes. Is the company’s trade-off of service for low cost sustainable in the long term?

I recognize that a possible rebuttal to any of the aforementioned questions is, “If the residents are not shopping there and putting money into the store, why would we be expected to stay open?” I would offer that such a rebuttal is wrongheaded. Perhaps a better question may be, “What are we doing to cause residents to shop elsewhere or to not spend more money with us?” Does Company Q offer the food choices these residents want? Is the layout of your stores conducive to these residents? Are the prices too high? Do the staff you employ in these stores look like the residents who shop there? If the answer is “no” to any of these questions, we will have unlocked one of many possible reasons why the store is unprofitable. It is then Company Q’s responsibility to address these issues instead of packing up shop and moving to the more affluent areas of town, where they are not concerned that a jar of pickles may cost $40.

12. Describe one good and one bad service experience that you encountered. How did this change your perceptions of the company?

3.     What major problems might you encounter with your new sales force structure as it relates to both external factors (customers) and internal factors (employee reactions)?

Periods with increased numbers of 8 customers are not handled sufficiently because of low staff levels. Another weakness can be seen in the limitation on products and its varieties (Roberts 2004). Furthermore the customers' perception of the stores plays an

Source : Adapted from A. Parasuraman, Valerie Zeithaml, and Leonard Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall 1985)

Q1. Who are the main customer groups (or potential customer groups) within the industry? In what ways might they exercise their influence? How would you describe their bargaining power?

Traditionally, Service quality can be portrayed as the result from client comparison between their assumptions about the service they will use and their insight about the service company. That implies that if the insight recognitions would be higher than the desired the service will be considered as fabulous, if the desires rise to the insight observations the service is viewed as great and if the desires are not met the service will be viewed as awful. For a service to be considered as good the organisation is required for making customers satisfied and service quality should be associated with customer perceptions and expectations. (Carlsson, 2010)

This chapter will look to the literature review of quality service, customer satisfaction and intention to revisit including Thomassen satisfaction theory. This research will also discuss what theory is best suited to Health care.

Sureshchandra, Rajendran and Anantharaman (2002) identified five critical aspects of service quality from the customers point of view namely core service/service product, human element of service delivery, systematisation of service delivery, tangibles of service and lastly social responsibility in order to conceptualise service quality. Table 1 will further provide an explanation to the five critical aspects of service quality as outlined by Sureshchandra et al (2002).

2. Then we need to understand the customers with whom we have been successful and why.

1. Based on the brief conversation between Jerry Kline, Grace Gallo, and Paul Swenson, what kind of sales manager do you think each of them is? What do you think is the level of performance of the sales force each person heads? How do you think each of them will benefit from the sales force each person heads? How do you think each of them will benefit from the sales mananagement training seminar?