Let’s say in today’s competitive surroundings, marketers are attracting more global dynamic, and consumer determined. Consumers are requesting more choice, with enhanced worth and service According to Treasy and Wiesema (1995) page 68, companies will do well to consider four market disciples. There are four fundamental service theory based upon levels of focus (market focused, service focused, market and service focused and lastly unfocused.
This is where focussed service operation comes in. in this essay going to define and talk about focused service operations , and point up how the aim can be practical to get enhanced understanding and also on how to improve performance in service operations. I will also talk about customer Retention and Intermediaries.
When we say focus what does it exactly means in the business world?
Focus can be explained as providing a fastidious part to consumers with a constricted choice of service to meet their needs. We come in contact with what we say service operations every day. We all are consumers or users of a broad choice of business and public services. Indeed numerous of us are liable for delivery services not only because of our jobs, in establishment such as firms, shops etc, other than also as routine of a daily like for people. Focused service operations are apprehensive through delivering services to the consumers or users of the service. It involves understanding the needs of your consumers; controlling the processes to delivering the services, and ensures your objectives are met adequately. Service then can be defined when the mixture of outcomes as well as experiences delivered to and receive by consumer. Customer thus judges the value of the service on understanding of th...
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...de Coca-Cola a leader in the soft drink market.
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Derek R. Allen , T. R. N. Rao (1959) Analysis of Customer Satisfaction Data
Phillip Kotler, Gary Armstong , Veronica Wong, John Saunders. Principles of Marketing ( 5th edition). Principles of Marketing (PAGE 385)
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Without good customer service and keeping your promises, your company would have loyal customers. According to 5 Focusing Steps, “If you’re not yet sold on the idea, consider that a 2 percent increase in customer retention has the same effect as decreasing costs by 10 percent. Not only that, but it costs over six times more to get a new customer than it does to keep one.” Customer satisfaction should be a golden rule of all companies.
Having prior knowledge of a customers needs, habits, and questions before or during every interaction and transaction can boost customer satisfaction. (Zueschner, Raymond. (1997). Communicating Today. Boston: Allyn and Bacon.
Kotler, P. & Keller, K.L., (2009), A Framework for Marketing Management. 4th edition, Pearson Prentice Hall: USA
Soman,D & Marand, S (2009). Managing Customer Value: One Stage at a Time.: World Scientific Publishing. p9-14.
The focus group required by the management of Prestige Inc. will set back the opening date by almost 2 weeks. Management´s analysis for this research approved the setback, because it will benefit the company in the long run. The differentiator and the resulting satisfaction of the customer´s need translate into positive reputation. The reputation influences the attraction of new customers and supports the high quality customer service of Prestige Inc. “Businesses also need this kind of unique selling proposition (USP) to stand out from the crowd. It 's a way to lure prospective customers in your door and away from competitors.” (Sugars, 2008). The conducted research will identify the differentiator, in other words the market gap. Higher quality in customer service will be a result, since the employee´s understand the desired needs of the customer. This research has the potential to help the business in the long run, which reimburses the late start of the
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Chase, R. and Apte, U. (2007). A history of research in service operations: What's the big idea?.Journal of Operations Management, 25(2), pp.375--386.
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In other words, their purchasing power is more focused on their need, health, and efficiency and cost effective. It is with this in mind, this writer would say that there lies a possibility for a company to cater to both its best interest and that of the consumer conjointly. Without customers, there would not be any company; therefore, a secure partnership between the company and customers would be more beneficial for both parties, in that the customers would be loyal to the company based on if they feel valued and if their needs are being met by the company. The company can foster this partnership by building a strong customer relationship management – where they have a customer-centric model in which they learn ways to enhance their product and service through feedback received from the customers. Here, both interests of the company and the customer will be
... P.H. (1988). Marketing Management: Analysis, Planning, Implementation and Control. (6th ed.). Prentice-Hall: Englewood Cliffs.
We claim that it is the customer's entire experience with us that determines his or her declaration of satisfaction. We say that this experience is not objective at all but totally subjective. It is the customer's call. That call is based upon the customer's perception of the experience. This perception is his/her interpretation of the value received played back against his expectations.
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 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 ...