DESIGNING
AND
MANAGING
SERVICE
HOW
CAN WE
IMPROVE
SERVICE QUALITY?
Services designed
by the company
should cater the
of targeted audience
One study
identified
more than
800
Critical
behaviors
that cause
customers
to switch their
services
Factors Leading To Customer Switching Behavior
According
to a
recent
study on
“ Dimensions Of Service Customer Want
Companies to Deliver”
showed
Two important considerations in service delivery :
Customer Expectation Incorporating Self-Service
Technology
CUSTOMERS COMPARE
Perceived Service
Expected Service
Service
Quality
Model
Gaps Causing Unsuccessful
Delivery
Consumer Expectation and Management
Perception
Management Perception& Service Quality
Specification
Service Quality Specification
And Service Delivery
Service Delivery &External Communications
Perceived Service And Expected Service
Reliability
Determinants Of
Service Quality
Empathy
AssuranceResponsiveness
Tangibles
ONE
DYNAMIC PROCESS
MODEL
REVEALS
THAT :
INCREASING CUSTOMERS’
of “What the firm will deliver?”can lead to
improved perceptions of overall service quality
Decreasing
of “ what firm should deliver ? “
can also lead to improved perceptions of overall service
quality
INCORPORATING
TECHNOLOGIES
(SST’S)
Jeffrey Rayport and Bernie Jarworski define
Customer service interface as any place at which a company seeks to manage a
relationship with a customer , whether through people , technology or some combination of two
Though many
companies
serve
customers
through
broad array of
interfaces….
They end up
INCREASING COMPLEXITIES , COST AND CUSTOMER DISSATISFACTION
SO ,
IS NOT THE PROBLEM
BUT…..
THE BIGGEST OBSTACLE IS
Convincing Customers
To Use It
For The First Time
For that ,
Customers should have
a clear sense of their role
and
must see a clear
Managing Customer
Expectations
Incorporating Self-Service
Technologies (SST ’s)
RECAP :-
A presentation by-
Prasad Vadnere V.J.T.I. , MUMBAI
during an internship by Prof. Sameer Mathur , IIM Lucknow.
www.IIMInternship.com