Service Industry : An Industry Essay

For many companies, customer service is summarised in the following activities: responding to customer questions, receives commands, resolve disagreements about billing and handle claims. The service can be made directly at the customer’s house, at the supplier or through the media (telephone, fax, email, Internet, etc.) The increasing number of call centres demonstrates the importance that companies attach to customer service.

Service management combines the required services with organizational solutions and thus new generation user service becomes simplified. These forthcoming services are necessitated to be interrelated and combined in order to meet the demand of socio- economic factors such as environment analysis, safety measurement, climate management, agriculture modernization

Changing technology may affect the demand for a firm’s products and services but on the other hand due to technology businesses can have systems that provides faster services like the retail businesses have systems that does stock control, cash and customer service.

The new service economy has positive and negative aspects. The United States labor was once based on agriculture, then manufacturing and has now turned into an economy based on services (Hodson & Sullivan, 2008). Over the years, Americans have gained more capital and with that capital services such as education, health and entertainment have increased. (Worldbank, n.d.) Because service jobs are not based on the use of machines like manufacturing, jobs are continuing to grow in the

An example of a service industry would be a plumber. They come and provide a service to a customer in which they are paid. Another type of service industry would be a Tax Accountant in such that when they prepare tax papers for a client, they are providing a service. On the other hand, merchandising businesses are places that provide goods for sale such as clothing at a retail store or groceries at a grocery store. (Hanly, n.d.)

Good customer service has become something that is hard to find in today’s digital world. People are often being replaced by computers, recorded messages, and machines of all sorts that will do the job of the person who used to do it. The problem with this, as I’ve pointed out, is that you cannot bond and interact with a computer device. You will never get to know the computer, feel cared about by the computer, and you won’t ever feel compelled to tell others to go see the computer at a particular place because it will treat you right.

There has to be an understanding of the complexity of services before one can begin to determine what challenges face the service industry and the most efficient means of facing those challenges to maintain success. A service organization provides intangible services for a monetary value as perceived by the consumer (Lovelock & Wirtz, 2011). A simple definition is that there are no physical items exchanged in a service transaction as opposed to retail where an item is given in exchange for a predetermined price point. This paper will provide

On-the-other-hand, today’s Service Industry offers an ever-growing assortment, for instance: a dentist cleaning teeth; the busboy clearing the dishes; private school teachers; cable television linemen; the court stenographer recording your case; the ever-popular dating web sites; the doctor taking out your appendix; the water taxi in the marina and so on. In our free economy, the sale of products creates profits where services create wealth.

service is to deliver outstanding services so the customers will have a great experience. I

Advancement of technology and globalization has changed the way companies are undertaking their business operations in the current dynamic and competitive business environment. Internet access as led to usage of technology for myriad of reasons including communication, business and education (Chaffey, 2014). The business community has been changed completely by internet. Recently, internet has become an integral part of companies as a means of carrying out business. This has led to emergence of electronic business where organizations are using internet to conduct business externally or internally. E-business makes use of internet technology to entice, satisfy and keep consumers who purchase its services and products. E-business also uses internet technology to streamline its supply chain, procurement system and manufacturing in order to deliver efficiently the right services and products to the consumers. For an e-business to be a success, various internet-enabled applications such as portals, e-commerce websites, online marketplaces, customer relationship and supply chain management (Meier and Stormer, 2009).

The contemporary school of thought in service science is currently dominated by the notion of service-centric services (Lusch & Vargo, 2008), whereby it is believed that the end users are the determinant of value of a given service and co-producing a service with the end users would enhance the value of the service. A main assumption made by this school of thought is that all aspect of services, from creation to delivery process, is the domain of the service providers. However, the emergence of disruptive technologies such as the internet, social media, etc has reduced the operational barriers, empowering the end users to become services provider themselves. This empowerment has led to the creation of what is known as

In chapter 4, “Ride the Inflection Rocket”, a central point that Bill Gates bring out is that businesses need to change and adapt to the new digital way of business. There are many people that will one day use computers at work, at home, and at schools. Those businesses will one day, be customers going online to shop while only using customer service for support. Customers’ service is going to be valued a lot more as the internet grows bigger with technology.

Service customer interaction can also be between the customer and technology. The customer may be required to interact with technology in a technology based service encounter to experience the service on offer. In such a service encounter the customer is in control and might be willing to participate but not possessing the necessary skills, knowledge and abilities to operate the machinery for example for a customer to purchase goods online or book a hotel reservations using the company’s website requires the customer to be computer literate hence when not and fails to place an order the service on offer would be deemed by the specific customers as of poor quality. Lovelock and Gummesson (2004) suggest that the service offer and encounter are less variable when machine-intensive technologies are utilised in service encounters since variability of the service encounter posses a great threat to the quality of service on offer. In a case where the customer successfully interacts with the technology in the service

In an ideal situation, customers would not have to wait for the delivery of products and services. However, in the real world, organizations cannot always match exact capability and demand; therefore, waiting is frequently inevitable while purchasing, especially in service marketing, as service firms can barely inventory their “stock” for sale at a later date (Lovelock, 1992, p.154). In general, waiting in lines – known as “queuing”, happens when the number of customers arrive at a facility exceeds the capability of the system to serve them (Lovelock & Wirtz, 2011, p.260). Basically, this essay will state the relationship between queuing and customer satisfaction, as well as relationship between customer satisfaction and

The service industry now makes up almost as much as 60-65% of the global economy with India being a major contributor to this industry (KPMG, 2016). India has dignity to know that its country is one of the fastest-growing service sectors in the world. According to KPMG (2016), services remain the key driver of India’s economic growth and continues to grow strong and steady. The services sector contributes more than 50% to India’s GDP and is growing at about 10% per year. IT outsourcing has been a major source of employment for the people living in India. The service sector in India has exceed agriculture with a greater share of GDP and is now considered a service based economy instead of an agriculture economy. In general, the service