MARKETING -CONNECT ACCESS
7th Edition
ISBN: 9781264140787
Author: Grewal
Publisher: MCG
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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?
If you could name some ways to improve the effectiveness of service delivery, what would they be?
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Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, marketing and related others by exploring similar questions and additional content below.Similar questions
- What are the advantages and disadvantages of providing a service quality guarantee?arrow_forwardDiscuss the different dimensions of service quality? How do the five dimensions of service quality play a role in customer satisfaction?arrow_forwardIf you are the owner of the service provider where you acquired the service, what will be your strategies to manage customer service expectations? Elaborate your answerarrow_forward
- Why 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_forwardWhat are the pros and cons of guaranteeing service quality?arrow_forwardHow can the effectiveness of service delivery be improved?arrow_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 is the total cost for these services ?arrow_forward
- What are the advantages and disadvantages of providing a guarantee on the level of service that will be provided?arrow_forwardchoose 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_forward
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