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service-dominant logic and customer satisfaction - Term Paper Example
Author : una87
Pages 6 (1506 words)
Service-Dominant Logic and Customer Satisfaction Name: Tutor: Course: Institution: Date: Service-Dominant Logic and Customer Satisfaction Introduction The concept of value integrates quality and consumer satisfaction; in fact, service-dominant logic regards the supplier and consumer as the co-creators of service or value…
On the other hand, creation of value actualization is a vital role taken by the customers, and this may require contacting suppliers through their own individual ways. Nevertheless, numerous dimensions can be applied to approach through which new logic and value; in fact, there are critical issues rose relating to services-dominant (Achrol & Kotler, 2006, 320). Client expectations concerning value and satisfaction are based on three-concept quality with core factors for differentiating them. However, the disparities among these concepts are vague and overlapping (Bebko, 2000, 26). Expectations held by customers regard the quality of services and products encountered, which is similar to the expectations held about the entire firm, which offered the service. Moreover, there are situations that regard the expectations of individual services experienced by customers. This increase chances for them to be specific and concrete; for instance, time consumed while waiting for a receptionist, which is more of to their expectations than the entire quality of the services offered by the company. 1. Analyse and respond to the explicit expectations and implicit expectations of core clients at the start of the project front-end. Client’s expectations refer to the beliefs concerning delivery of services, which considered the standards and reference point for evaluating the performance. ...