Marketing
7th Edition
ISBN: 9781260428292
Author: Grewal, Dhruv
Publisher: MCGRAW-HILL HIGHER EDUCATION
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Chapter 13, Problem 9MA
Summary Introduction
To discuss: The situation in which Person X dissatisfied with service quality and the actions taken by him.
Summary Introduction
To discuss: the actions taken by the Company H to solve the complaint of Person X and whether he is satisfied with the companies’ approach.
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The American Marketing Association defines services as - “Activities, benefits and satisfactions which are offered for sale or are provided in connection with the sale of goods.” It is the action of doing something for someone or something largely intangible tends to be an experience that is consumed at the point where it is purchased and cannot be owned. A person could go to a bank one day and have excellent service, and then return the next day and have a poor experience. This part discusses the special issues concerning the marketing of services. Explain the Four unique characteristics of services and give Four strategies to overcome each characteristic.
Think about a service organization that retains you as a loyal customer. Why are you loyal to this provider? What are the benefits to you of staying loyal and not switching to another provider? What would it take for you to switch?
What are the advantages and disadvantages of providing a service quality guarantee?
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- Discuss the different dimensions of service quality? How do the five dimensions of service quality play a role in customer satisfaction?arrow_forwardWhy do customers complain? Explain at least three reasons for customers to complain about services. Mention at least three examples other than the ones mentioned in the chapter.arrow_forwardAssume that you have been appointed as the head of a business unit in a major corporation. Over time this business unit has steadily been losing customers, rating the service delivery of this unit as “shocking” and “poor”. Your mandate is to improve service delivery and to re-establish a service culture. In your own words, explain what is meant by ‘service culturearrow_forward
- Analyze the concept of service quality using the SERVQUAL model. How can businesses use this model to improve customer satisfaction and loyalty?arrow_forwardDo consumers want many add-on services (delivery, installation, repairs), or will they obtain these services elsewhere?arrow_forwardWhat role does service quality play in customer satisfactionarrow_forward
- choose any known company and describe how the organization manages its business based on the five service characteristics with a simple example: Inseparability Intangibility Ownership Heterogeneity Perishabilityarrow_forwardWhy is it more difficult for consumers to evaluate the quality of services than the quality of products?arrow_forwardHow can practicing the Platinum Rule "what's better for you" lead to customer service breakdowns?arrow_forward
- Considering yourself as an insurance agent, explain your customer on various benefits of a family floater insurance scheme of your company. can you Write in detail the information you provide to convert your potential customer to an actual customer?arrow_forwardDescribe the five powerful forces transforming the service landscape and what impact do they have on the service economy?arrow_forwardDiscuss the concept of Service Level Agreements (SLAs) in the context of IT services. What are the key components of an SLA, and why are they important for service providers and consumers?arrow_forward
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