Add Papers Marked0
Paper checked off!

Marked works

Viewed0

Viewed works

Shopping Cart0
Paper added to shopping cart!

Shopping Cart

Register Now

eKönyvtár library
FAQ
 
  • Four Major Characteristics of Services and the Marketing Strategies Available for the Service Organization

     

    Essays4 Marketing, Advertising

Great deal: today with a discount!

Regular price:
1 577 Ft
You save:
206 Ft
Discounted price*:
1 372 Ft
Purchase
Add to Wish List
ID number:467029
Evaluation:
Published: 14.01.2004.
Language: English
Level: Secondary school
Literature: n/a
References: Not used
Extract

Even though the companies have invested heavily to develop streamlined and efficient service-delivery systems, problems will inevitably occur. However, even though the company cannot always prevent service problems, it can learn to recover from them and good service recovery can turn angry customers into loyal ones. In fact, good recovery can win more customers purchasing and loyal than if things had gone well in the first place. Therefore, companies should take steps not only to provide good service every time but also to recover from service mistakes when they do occur.
The first step is to empower front-line service employees where authority, responsibility and incentives are given to the employees that they need to recognize, care about and tend to customer needs.
Studies of well-managed service companies show that they share a number of common virtues regarding service quality. First they are "customer obsessed". They have a distinctive strategy for satisfying customer needs that wins enduring customer loyalty. Second, they have top management commitment to quality. Management such as Ritz-Carlton looks not only at financial performance but also at service performance. Third, the best service providers set high service quality standards. They don't settle for "good" service, they aim at 100% defect-free service. Forth, the top service firms watch service performance closely. Both their own and competitors. They use methods such as comparison-shopping, complaints from and etc. …

Work pack:
GREAT DEAL buying in a pack your savings −1 625 Ft
Work pack Nr. 1277249
Load more similar papers

Send to email

Your name:

Enter an email address where the link will be sent:

Hi!
{Your name} suggests you to check out this eKönyvtár paper on „Four Major Characteristics of Services and the Marketing Strategies Available for the Service Organization”.

Link to paper:
https://eng.ekonyvtar.eu/w/467029

Send

Email has been sent

Choose Authorization Method

Email & Password

Email & Password

Wrong e-mail adress or password!
Log In

Forgot your password?

Facebook

Not registered yet?

Register and redeem free papers!

To receive free papers from eKönyvtár.com it is necessary to register. It's quick and will only take a few seconds.

If you have already registered, simply to access the free content.

Cancel Register