StudentShare solutions
Triangle menu

Analysis of all constitutes of successful service delivery - Essay Example

Not dowloaded yet

Extract of sample
Analysis of all constitutes of successful service delivery

Thus, prior to direct interaction with the service, consumers form own expectations about experiences related to the service consumption. In such way, customers establish own standards against which in the future the quality of the service received will be compared in accordance with the disconfirmation model. In case if the expectations about the service consumption were greater then the actual quality of product received, the outcome is negative disconfirmation or, in the other words, dissatisfaction with the service received. Whereas, if the expectations were smaller then the quality of the services received, the outcome is positive disconfirmation or product satisfaction. (Lovelock, C., & Wirtz, J. 2004). The higher customer satisfaction is, the greater is the possibility of customer loyalty in the post consumption stage. Thus, customer satisfaction and loyalty are directly related. The concept of customer loyalty is of vital importance as repurchase of services gives significant advantages to the service producer: a continuous stream of profit, reduction of marketing costs, growth of per-customer revenue, decrease in operating costs, increase in referral, increase in price premium (Youjae, Y., Suna, L. 2004). In relation to the customer loyalty, the service recovery concept should be emphasized, as customer loyalty is often seen as a consequence of successful service recovery. ...
Thus, service recovery significantly influences customer's attitudes alongside with behavioral intentions and results in a possibility of customer loyalty when successfully executed (Lovelock, C., Patterson, P.G., & Walker, R.H. 2001).
Customer Expectations of Services: Formation
As previously stated, customer expectations are formed during the first two stages of customer purchase decision and are closely related to knowledge about a service a customer already has. The expectations formation process is not only influenced by marketer's communications, but also is shaped by word of mouth communication, past experience, and personal need. While marketer's communication is a relatively simple concept, word of mouth communication and past experience should be further categorized. Scholars distinguish two sources of customer knowledge about a service: external research and internal research. While internal search is directly linked to previous experiences and influences both the level of desired and expected services, external search category unites implicit and explicit promises (marketer's communication) and word of mouth secondary information received from second sources. Consequently, the two major types of knowledge are distinguished: experience and familiarity, knowledge received through direct involvement and second hand knowledge, respectively (Palmer, A. 2001).
Customer service expectations can be categorized into 5 overall dimensions: reliability, tangibles, responsiveness, assurance, and empathy. The formation process is affected by numerous factors; in general, price is considered to be the dominant one. In the article "Understanding Customer Expectations of Service" by Parasuraman, A., Berry, Leonard L., Zeithaml, Valarie (1991), authors ...Show more

Summary

Due to rapid development of service industry, a consideration should be given to analysis of all constitutes of successful service delivery. The success of a company operating in a service industry is dependant on the quality of the service a company provides…
Author : mona60
Analysis of all constitutes of successful service delivery essay example
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the essay on your topic
"Analysis of all constitutes of successful service delivery"
with a personal 20% discount.
Grab the best paper

Related Essays

If all the links in the Internet were to provide reliable delivry service, would the TCP reliable delivery service be redundant,
it do not possess overall responsibility of transmitting data to the source or destination. Transmission Control Protocol that is considered as a transport layer protocol of the TCP/IP model ensures virtual connections and stream delivery for applications via sequenced acknowledgments on required packets in a data transmission (Transmission Control Protocol.
3 pages (750 words) Essay
Healthcare service delivery
1). According to Owen (2009), “consumer-driven health care," a slogan that captures a range of market-based approaches to preserving patient choice and increasing cost savings, is most commonly implemented in the form of individual health savings accounts.These accounts are offered to employees as a means of increasing the cost sharing of personal health care expense” (Owen, 2009, p.
3 pages (750 words) Essay
Customer Service Delivery
As the report stresses the customer service of a public sector organization is probably the most important department in the whole organization itself because it is the interface through which government interacts with the public. It delivers the voice of the customer on which the respective departments need to take quick action.
13 pages (3500 words) Essay
Market mechanism and public service delivery
In other words, it is expected that the public administration become competitive in delivering goods and services. Governments are expected to strategise a country's developmental priorities by providing an efficient, responsive and transparent public administration.
5 pages (1250 words) Essay
Service Delivery System
The service delivery system is defined as the system used to link the external and internal affairs in an industry or an organization. The service delivery system mainly works for the consumer satisfaction. The service delivery system may be a single person or a group of persons working for the beneficial of the consumer to distribute the goods or the services.
2 pages (500 words) Essay
Service Quality in Marriott Corporation
the provider of the service) or the entire service organisation. Wakefield (2001) supports this argument when he said that service quality can be reflected in both the manner and the location of the service delivery. Accordingly, clients often make inferences about service quality based upon tangible and intangible cues (i.e.
8 pages (2000 words) Essay
Service Delivery Model
rements of the clients, knowledge base content, quick response to the demands made by the clients by focusing on their quality, quantity and characteristics, nature, scope and magnitude of the services, adequate arrangement, arraying and allocation of the available resources,
2 pages (500 words) Essay
Contemporary Issues in HR Service Delivery
made a majority of HR professionals within the HR to express their disappointment over the lack of respect and acknowledgement for the services that they avail. Several forces congregate to support the notion that HR management should take a significant strategic focus in most
10 pages (2500 words) Essay
What constitutes a prudent strategic planning process(In public service)
The question now becomes what constitutes a prudent strategic planning process? With the aid of five literal sources, this paper will endeavor to explicate on this issue. There are five key vital elements that a strategic
2 pages (500 words) Essay
Theorists have argued that in order for service operations to be successful, they must adopt a production line approach to their delivery
ong his recommendations were the improvement of certain aspects such as the definition of clear labour divisions, the simplifications of certain tasks, less decision-making discretion assigned to employee thus more system design roles for the management and the substitution of
4 pages (1000 words) Essay
Get a custom paper written
by a pro under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email
YOUR PRIZE:
Apply my DISCOUNT
Comments (0)
Rate this paper:
Thank you! Your comment has been sent and will be posted after moderation