When American Express says its vision is to be “the world’s most respected service brand,” what are the implications for how it manages service expectations?
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When American Express says its vision is to be “the world’s most respected service brand,” what are the implications for how it manages service expectations?
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- How do service organizations make decisions on place and time of service delivery? Give examples to support your points.In many industrial sectors, original-equipment manufacturers (OEMs) face a challenging and uncertain future. In recent years, input prices have fallen and growth in emerging markets has slowed, decreasing new-equipment sales in industries ranging from oil and gas to agriculture to commercial aerospace. In response, CEOs at industrial OEMs are increasing their focus on aftermarket services.The appeal of this strategy is simple: services provide stable revenue and often higher margins than sales of new equipment. In this regard,Explain the role of lean mindset on enhancing logistics performance.How does external service value lead directly to satisfied customers?
- Why understanding expectation of customers is critical of a service provider? Suggest one method that a Chinese restaurant evaluates the expectation of customers.XI. You're planning customer support services for Phonic's new smart phone product. Review what you know about your target market and its needs; also think about what Phonic's competitors are offering. Then respond to these three questions about designing and managing services. I. What support services are buyers of smart phone products likely to want and need? II. How can Phonic manage gaps between perceived service and expected service to satisfy customers? III. What post-sale service arrangements must Phonic make and how would you expect these to affect customer satisfaction? Consider how your service strategy will support Phonic's overall marketing effortsAnalyze the last service that you acquired, what do you think is/are the factor/s that influenced your desired and predicted service expectations?
- SERVQUAL is a multi-dimensional research instrument designed to capture consumer expectations and perceptions of a service along five dimensions that are believed to represent service quality. Explain how the use of the SERVQUAL Model would help OUTsurance better service its customers.Explain the “flower of service” concept and identify each of its petals. What insights does this concept provide for service marketers? Give an example to support your explanationFinally, what strategies will you adopt at different stages of your product/service life cycle and how will you build a strong customer relationship to gain a high market share?
- A regional pizza chain contracts you to analyze how it compares to competitors. You recommend surveying its customers using the Fishbein multi-attribute model. When the results come back, the pizza shop chain is surprised to see that it scored low on convenience and variety. Why is it important to use the Fishbein multi-attribute model? A) The pizza shop can decide to not promote its different menu items since variety ranked low. B) The pizza shop can run promotions on its current menu items to draw more customers. C) The pizza shop can increase the number of ways it markets to its customers. D) The pizza shop can better position itself to change customer attitudes about its products’ and services’ features.What is the importance of service recovery in service marketing, and how can companies effectively respond to customer complaints and issues?Enumerate and briefly explain factors affecting the service expectations