For Lucas (2005, p.4), customer service means the employees’ capacity to provide both their external and internal clients such satisfactory products and services. Once customers are satisfied by the products and services of the company, Lucas (2005, p.4) added that it leads to convincing word – of – mouth which then causes a good business return. In terms of having a customer service of quality, quality of service is defined by Parasuraman et al. (1985) as a satisfaction outcome between the actual service rendered by a certain organization and the expected desired service of the customer from the company. In the event of assessment of the quality of service, Parasuraman et al. (1985) added that this is subjected not only on the final outcomes of actual service but it also depends during various operations of the company’s service. Meanwhile, from the point of view of the customers, the service quality is shaped by five elements namely service delivery, physical aspects of service, service delivery system, service product or primary service, and social responsibility (Sureshchandar et al., 2001, p 113). 2.2 Examining the Notion of Service Quality The important outcome of different elements like customer retention, performance as well as cost – effectiveness is what we know as quality of service. ...Show more
Customer service includes a series of factors connected to the skills and knowledge of staff to meet the requirements of customers in an effort to meet their needs and ensure they continue doing business with the company…
From the following research it can be comprehended that a look into literature proves that while service quality is something measurable and comparable, customer satisfaction is a more complex one which is influenced by perceptions of satisfaction and customer expectations along with quality.
These libraries are located two places: one is Docland and the other in Stratford. The one located in Docland consists of all the modern facilities. Consumer Service is seen as the base for the most successful organisation that retains customer loyalty. Customer satisfaction is the one of the most important aspects that need to be considered when measuring the effectiveness of the quality of service provided by the East London Academic Libraries in Docland Campus.
Incidentally, business has evolved from the era when satisfaction, customer loyalty and quality were the determinant factors. But today value is the core consideration in the process of seeking organizational success. Background Among the many reasons why I agree with the above statement is that value has become a core function in Business Corporation to the extent that it has been relative to the overall organizational endeavour and success in its commercial activities.
The author states that to regulate service delivery, supervisors tend to enforce procedures and rules on the staff to restrict their discretion and autonomy. These similar procedures and rules are envisioned to restrict the magnitude of service delivered for the client and the subsequent absence of customization.
The target set of customers (or beneficiaries) is the central strategic planning element to the business because it provides the organisation's primary focus in meeting financial objectives in the sales department (Financial Services Forecast World 2005).
Clever and witty phrases combined with overt messages of youth sexuality pervade Abercrombie’s marketing strategy, through which the store’s executive leadership appears to believe that this marketing focus is the key to building youth buyer loyalty and increasing
This paper purports:
• To recognise the background, strategies and culture of service sector organisations
• To examine the importance of customer satisfaction and customer relationship in the present market scenario
• To determine the importance of service quality in relation to customer satisfaction
• To analyse the significance of branding in relation to customer satisfaction
In any business that acts in a B2C environment satisfying the customers is the ultimate motive of the companies’ and the only way to form a sustainable business in the long run. However it is easier said than done. This is because it is quite
16 pages (4000 words)Essay
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