It is increasingly recognized that services sector in all countries in the proportion of gross domestic product have an increasing, along with the development of tertiary industry, the market increasingly competitive, provide better products or customer experience is the key factors for the company stand out, companies can improve their products or services through service innovation, and service blueprint is a practical technology for service innovation. Service Blueprint is flexibility and versatility, the most important on the service blueprint is designed to customer-centric, and design experience and improve services. This essay will talk about whether service blueprint as a practical tool in the enterprise operation management. The first …show more content…
According to Bitner, Ostrom and Morgan (2008), service is intangible and variable, in the service the most important is “process”, and now the fierce market competition, companies have a common recognized that customer experience is important for company service, but the service industry to provide the general lack of innovation, and service innovation can enhance the company 's competitiveness. Innovative services’ development and design of new process development on the early time, everything is blurred, this time based on the flexibility of blueprint, a service blueprint as the frame, then continue filling content, improve service process. By designing customer-centric service blueprint can understand what in practice the ideal service experience is, and can help employees recognize the role, that service innovative can facilitate strategic, storage and transmission of knowledge through service blueprint (Bitner, Ostrom and Morgan, 2008). Link to the above service blueprint, the staff can know their posts, and to mobilize and communicate on internal communication system, take a good express for customer. Customer-experience-centric service industry, service blueprints can be analysed by the service …show more content…
Calabrese and De Francesco (2014) say that the correct pricing strategy can help companies get more profits, demand-based pricing strategy is based on customer preferences and spending intentions, it is more difficult to achieve, but using Blueprint can help companies analyse customer psychology, and the company can successfully use the demand-based pricing. Customer perception of service, depending on the distinct service, service attitude are important for demand-based pricing, when the company 's services can meet customer demand in a high level, it will increases the value of the services, customers will be spend more money on this service at this time (Calabrese and De Francesco, 2014). From the above blueprint, adjust product and service sectors is to increase the value of the products, when provide free adjusted or design to customers, they will feel just the same money to get more services, also in the after-sale service, customers can continue to enjoy the service, the product may not broke, but to retain this service will allow customers are satisfied. It can be seen that customer like the service include more value, the role of Service Blueprint is to found which
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
As we learned from Chapter 12, price must be carefully determined and match with firm’s product, distribution, and communication strategies. (Hutt & Speh, 2012, p. 300) Therefore, there should be a strong market perspective in pricing. In order to build an effective pricing policy, marketers should focus on the value a customer places on a product or service. One of the most effective ways to do so is differentiating through value creation.
Customer service is the process that is provided to the customers before, during or after purchasing goods and services from the business. The actions that the business takes to ensure that the customers are happy and satisfied make the customer service to stand out from its competitors in the market. In order to offer a good customer service the business needs to know the customers well. The business needs to understand what the customer expects. Furthermore the business should understand what the customer needs and wants. Essentially the better the ways in which the business meets customers’ expectations and needs, the better customer service would be.
In this case study elements of service marketing mix are evaluated in the context of theoretical framework of 7 P’s of services marketing for Drench Juicy Water. it has been quite proactive and flexible in its many strategies which exhibits organization’s quick responsiveness to changes in external environmental variables when it comes to Excelling at Customer Service . Drench Juicy Water excels in the process element of its service marketing mix since it operates as a truly global organization, and the set of processes involved in creation of services of the business are well defined and documented. .
Therefore, the quality of customer service is not all, but also need to make their own business personality, to establish their own service
The service sector accounts for around three quarters of GDP.” Good customer service equals to satisfied customers, great feedback and experience. Where as bad customer service leads to complaints and loss of sales. Customers are very important to organisations as without them
Due to value-based pricing’s focus on customer research and understanding, the pricing model is a valuable method for understanding and serving your customers better. In order to determine the price, you’ll need to survey customers and improve your understanding of the things they are looking for with the product or service. This enhanced understanding won’t just help you determine the price; it’ll also help you provide better
According to Senge (2006), service innovation includes services, technology, and new organizational models, different form of leadership, new procedures and business models. IKEA used service innovation and its processes to increase its sales, operation, which promote a steady growth. However, IKEA innovative services not only create new and better service for consumers who needs a good impression, but also focus on how to allocate available resources in particular ways for consumers to use in order to co-create value with seller. The clients as resource integrators focus on service and logic which is the foundation of service innovation to co-create value (Carnegie, 1998). Given these factors, IKEA implemented
In the 21st century, it is more likely that most of globalised companies will be a service industry rather than a manufacturing stated Bian (2005). The new economic pattern is service pattern and it is a competitive advantage for service industry. Therefore, Lenovo’s service department should take Dell and HP as a role model; Lenovo ought to offer more detail information on selling personal computers...
The Service Management Excellence is not a short term phenomenon. It provides principles and techniques that will endure in the long run. Excellent service is not a yoke; it is imbedded in the way exceptional organizations ...
Lovelock, C.H. Patterson, P.G. Wirtz, J. (2011). Developing service products: core and supplementary service elements. In: Burgess, P. Stanley, J Services Marketing. 5th ed. Frenches Forrest NSW: Pearson Education. 97 - 126. (Lovelock, Patterson, Wirtz. 2011)
In every business offered by any organizations, it is very important to ensure that the customers will always satisfied with services provided. People nowadays are looking for the new technologies, new markets, new ideas and also new inventions. Thus the organization must always keep up with the current changes in demand to ensure that their services are still relevant to the customers. The changes of demand also called as an evolution and to achieve these, the organizations are advised to have a process that we called as “Business Transformation” (“Business Transformation: The Importance of Change,” 2014).
A service encounter is defined as a moment when a customer interacts with a service or product for the first time. It is the customer’s actual interaction with a service company. It is identified as a key component of the current agenda for service marketers. More than half of the world’s multinational corporations employ in providing services, thus the scrutiny of service encounters is becoming increasingly significant. Research evidence indicates that customers generally compare their expectations with the performance of service industries and they are influenced by the quality of service they receive. The scope of this essay is to discuss about the view that customers don’t buy products they focus on solutions and also about the consumer’s behaviour pattern regarding services provided. Further, it will be noted how businesses are trying to improve the service quality to attract customers leading to an increase in the economic competitiveness.
The restaurant industry has become quite competitive in recent times. In an effort to cut costs restaurants are taking serious measures to improve their performance in relation to their competitors. Two of the most important steps that restaurants have undertaken in recent years are:
By offering the lowest price products make the consumers believed in us and creating the strong relationship with the customer value.