Service Guarantee

In: Business and Management

Submitted By kats
Words 1019
Pages 5
Question 1.

Evaluate the role of proving quality services.
In today’s fast-paced and increasingly competitive market, the bottom line of a firm’s marketing strategies and tactics is to make profits and contribute to the growth of the company. Customer satisfaction, quality and retention are global issues that affect all organizations, be it large or small, profit or non-profit, global or local. Many companies are interested in studying, evaluating and implementing marketing strategies that aim at improving customer retention and maximizing share of customers in view of the beneficial effects on the financial performance for the firm.
Quality customer service is a vital ingredient in a company’s ability to maintain profitability and continued success in business. Not only does quality customer service build loyalty for both company and product above all other forms of marketing, it almost guarantees a company’s viability in today's diverse and competitive market.
There are many researchers who have defined service quality in different ways. For instance,
Bitner, Booms and Mohr (1994, p. 97) define service quality as ‘the consumer’s overall impression of the relative inferiority / superiority of the organisation and its services’.
There are certain basic customer quality service principles that all Companies and organization must be made aware of, including:
• First impressions;
• Company image;
• Speed and accuracy of service;
• Consistency;
• Products and services offered;
• Meeting customer needs;
• Offering information and advice;
• Dealing with complaints and problems;
• Meeting and exceeding customer expectations.

First impressions
As we are often reminded in everyday life, first impressions count! In service sectors such as travel and tourism first impressions are always important, whether staff are meeting holidaymakers at the airport, advising them on…...

Similar Documents

Service

...S Service Talk June 21st 2009 “Bear ye one another’s Burdens and fulfill the law of Christ.” as Stated in Galatians 6.2 Service as defined by dictionary.com is: an act of helpful activity; help; aid As members of the Church of Jesus Christ we have been given a commandment by our Lord and Savior to, as the sacrament prayer states “Take upon us the name of Jesus Christ” on way to do that is by serving others. D&C 20:18-19 (read) We see here that we, as man and woman, from creation have been commanded to serve the Lord. Mosiah 2:17 King Benjamin stated in when we serve others we are in the service of God. Christ, speaking to his Disciples in -Mat 16:24-26 taught… Deny your selfish interests and serve others **President Thomas S. Monson taught Brigham Young University students that their student days should include “the matter of spiritual preparation,” including service to others. “An attitude of love characterized the mission of the Master,” “He gave sight to the blind, legs to the lame, and life to the dead. Perhaps when we [face] our Maker, we will not be asked, ‘How many positions did you hold?’ but rather, ‘How many people did you help?’ In reality,” “you can never love the Lord until you serve Him by serving His people.” As we put others before ourselves we began to develop the Attributes of Christ and transform ourselves into true active Christians and followers of the Master. Church itself fulfills the commandment of......

Words: 372 - Pages: 2

Service

...They want to customise a luxury Europe travel package with everything top- notch. They seek your advice on where they should go. In order to provide them with quality customer service and adequate product knowledge, you are to research the following list of criteria: 1. Choose an Europe destination from the list below: * North Europe/ Scandinavian Countries: Norway and Sweden or Denmark or Finland * Western Europe: Great Britain and Ireland, or Netherlands, or France, Germany or Switzerland * Southern Europe: Italy, or Greece, or Spain, or Turkey 2. Capital City 3. Official language 4. Currency with 3 letter- code 5. National Air Carriers with 2 letter- code 6. Weather and climates 7. National Religions & their rituals (creating awareness for potential travellers) 8. Cultural (Expectations, Events, Costume and etc; the do’s and don’ts) 9. Visitor Attractions (List and describe major attractions for each segment.) * Natural/ Landscape (FOUR (04) visitor attractions) * Man- made (FOUR(04) visitor attractions) * Landmark (TWO (02) visitor attractions) Note: Total of TEN (10) visitor attractions to be list & describe. 10. Cuisine (such as French fondue, so forth.) 11. Others (if it is necessary to take note, such as service charge, tipping custom, travel insurance, customs and health regulations, vaccination, or passport and visa requirements) 12. Photo Journal of the country/......

Words: 911 - Pages: 4

Services

...Services | Home Tuition Class | Common Services | Class ID : 1651 | Class ID : 1652 | Class ID : 1653 | Class ID : 1654 | Class ID : 1655 | Service that was found | Through internet | Through internet | Through internet | Through internet | Through internet | Area covered | Bandar Utama | Seri Kembangan , Serdang | Jalan Ipoh | Cheras | Kelana Jaya , Old Klang Road , Sunway , SS2, Bangsar , Cheras | Subjects Required | Primary 1-6 , Bahasa Malaysia | * Form 1-3 : Science & Mathematics * Form 4-5 : Science , Additional Mathematics , Physics , Chemistry & Biology | Lessons serve children from 4 to 8 years old. * English language& Phonics * Pre reading * Bahasa Malaysia * Science & Mathematics * Handwriting & Printing * History & Social Studies * Tamil Language * Time for fun , Learning | * English * Bahasa Malaysia * Mathematics * Science for standard 1-6 * English for lower secondary * Business * Human Resource * Marketing * Project management & Business – related subjects for college / universities | * UPSR : All subjects standard 1-6 * PMR : Bahasa Malaysia, Mathematics, Science , History * SPM ( Form 4-5) : Bahasa Malaysia , Geography, History , Commerce , Economy * STPM (Form 6) : Bahasa Malaysia , Economics | Duration | 2 hours | 2 hours | 2 hours | 1 hour 30 minutes | 1 hour 30 minutes | Max. no of students | 4 students | 3 students | 4 students | 2 students | 4 students | ......

Words: 2247 - Pages: 9

The Broadstripe Service Guarantee

...CASE 20: THE BROADSTRIPE SERVICE GUARANTEE By Hazel Li Wen Zhou #500566924 Sec. 021 Submitted To Prof. Howard Muchnick Ted Rogers School of Hospitality and Tourism Management in partial fulfillment for the requirements for HTH 102 Service and Professionalism October 31st, 2013 Ryerson University The Broadstripe Service Guarantee Customer service is an important factor to increase sales in almost all industries. Broadstripe, a small provider of cable, Internet, and phone services saw it as a solution to increase sales as their company was filed for bankruptcy protection in early 2009. To improve the customer service experience, Tony Lent, Chief Commercial Officer at Broadstripe, launched a 60-day MBG offering both new and existing Broadstripe residential customers 60 days to test the cable provider’s services (Wirtz, Chew, & Lovelock, 2012). This service guarantee had received excessive amount of positive feedbacks from both new and existing customers which led the company to have earned $162 million in revenue. The company achieved great success due to the improved customer service experience. A well-designed service guarantee has a huge impact on a firm’s service employees, operation current and potential customers and on marketing and sales. Firstly, service employees are extremely important to the company. They are the core part of the product, representatives of the service firm, brand ambassadors, affect sales, and determine......

Words: 923 - Pages: 4

Price Beat Guarantee, Trick or Treat?

...Price beat guarantee, trick or treat? Last year I wanted to travel to Cairns, and I found a new way to save money by using a price beat guarantee offered by Jetstar through word of mouth. Through further research I gradually found, no other airlines are using this method of marketing, where as in other industries there are a lot of companies using this method to attract customers attention. For example, Dan Muphy, Officeworks, hotels.com, Harvey Norman, and so on. What is price beat guarantee? I think most of you guys have heard of it. Guaranteed beat guarantee refers to, I believe, businesses who say they will allow consumer to purchase the same product at a same or lower price which a consumer can proof that a competitor is offering the same product at a lower price. With so much competition and evolving marketing strategy for buying goods and services, therefore price has become a more common differentiator than it was in the past. It is an anti-competitive tactic that avoid competitors attempt to steal market share by undercutting prices. And firms use this strategy as a method of building customer loyalty. So here I post one of my experience about price beat guarantee. Last year I walk into the good guys where their advertising and marketing make you believe that you will always get the cheapest price from their shops, but what I didn’t know was only possible with a with a lot of strict conditions and terms. So it is here that I found one sales assistant who I...

Words: 606 - Pages: 3

The Broadstripe Service Guarantee

...C AS E 20 The Broadstripe Service Guarantee Jochen Wirtz and Sven Tuzovic Cable companies traditionally focused on discounts for bundles of TV, Internet, and phone plans to win new customers instead of delivering great customer service. Broadstripe, a small cable company, launched a service guarantee with the aim of becoming the best-in-class service provider. Twenty months after the launch, Broadstripe’s management was reviewing the performance of the guarantee and had to decide what changes should be made, if any. B roadstripe, a small provider of cable, Internet, and phone services in four States (Michigan, Oregon, Maryland, and Washington) faced a difficult situation. Tony Lent, Chief Commercial Officer at Broadstripe, was convinced that the company had to dramatically improve its customer service. However, how does a small cable company differentiate itself from better-known industry giants and establish a best-in-class customer experience? Should a company at the edge of bankruptcy invest in customer service altogether? retailers, 75 for banks, and 65 for airlines. Importantly, the cable industry was also lagging behind their satellite TV or telecommunication competitors with DIRECT TV and DISH Network scoring an average of 68. As competition from satellite TV and phone companies intensified, an increasing number of consumers disconnected their subscription TV services in favor of online video services such as Netflix and Hulu. Responding to these......

Words: 2890 - Pages: 12

It Services

...Five Services to Help Grow Your IT Services Business in 2013 — and Beyond ConnectWise.com Introduction 2013 is a year of great opportunity for Managed Service Providers (MSPs). As reported in the Wall Street Journal, IT spending by businesses with fewer than 500 employees is expected to grow by $4 billion to a total of $27.2 billion in 2015.1 The good news does not end there for MSPs. According to a recent study, 89% of MSP clients are “very” or “mostly” satisfied with their providers.2 In fact, a significant majority of clients reported that they intend to increase their IT spending in the next two years. Now is the time to position your company for growth by preparing to meet new and evolving client needs. 3 If you are an MSP seeking to grow or maintain your business in 2013 and beyond, market conditions are such that there will be many opportunities to acquire new clients or expand on the services provided to your existing clients. Your challenge is in differentiating your business from thousands of other providers in the marketplace who share your ambitions. A recent Wall Street Journal article revealed that there are now over 300,000 independent IT consultants and 114,000 small IT services companies providing support to small and mid-sized businesses (SMB).4 There may also be new competitors on the horizon as technology retailers such as Staples, Apple, and Best Buy eye the SMB marketplace and work to develop offerings that will compete with the traditional......

Words: 2822 - Pages: 12

Service

...Linking perceived service quality and service loyalty: a multi-dimensional perspective Josee Bloemer, Ko de Ruyter, Martin Wetzels. European Journal of Marketing. Bradford: 1999.Vol.33, Iss. 11/12; pg. 1082 » Jump to full text Subjects: Service industries, Studies, Statistical analysis, Quality of service, Market research, Loyalty, Consumer behavior, Effects, Marketing management, Customer relations Classification Codes 9175 Western Europe, 8300 Service industries not elsewhere classified, 5320 Quality control, 7100 Market research, 2400 Public relations, 9130 Experimental/theoretical Locations: Belgium Author(s): Josee Bloemer, Ko de Ruyter, Martin Wetzels Document types: Feature Publication title: European Journal of Marketing. Bradford: 1999. Vol. 33, Iss. 11/12; pg. 1082 Source type: Periodical ISSN/ISBN: 03090566 Abstract (Document Summary) In recent research on service quality it has been argued that the relationship between perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. A study focuses on the refinement of a scale for measuring service loyalty dimensions and the relationships between dimensions of service quality and these service loyalty dimensions. The results of an empirical study of a large sample of customers from four different service industries suggest that four dimensions of service loyalty can be identified: purchase intentions, word-of-mouth...

Words: 10084 - Pages: 41

Characteristics of a Good Service Guarantee

...A service guarantee is a marketing tool that service firms have increasingly been using to reduce consumer risk perceptions, signal quality, differentiate a service offering, as well as to institutionalize and professionalize their internal management of customer complaint and service recovery [Gremler, 2009]. For products, a service guarantee usually comes in the form of a warranty that allows customers to reclaim money or compensate their product during a specific time period as stated in the warranty if the product proves to be defective during this time period. However, unlike products, services are often not guaranteed because the same service cannot be returned to the customer as compensation as well as the experience of the service is intangible. Therefore, the main problem that most service firms face is how they can provide a service guarantee for their services to entitle customers a form of compensation under the circumstances of a service delivery failure. According to Bateson & Hoffman, there are three types of service guarantees. The first is an unconditional guarantee that promises complete customer satisfaction either at a minimum, a full refund or a complete-no-cost problem resolution for customers. The second type of guarantee is the specific result guarantee that applies only to specific steps or outputs in the service delivery process and is considered milder than an explicit unconditional guarantee because the conditions for triggering the guarantee......

Words: 255 - Pages: 2

Service

...Executive Summary Introduction Clean Office Pros is a new cleaning service specializing in office cleaning and serving the Kansas City, Missouri area. The business will sell office cleaning and related services to businesses with office spaces of any size. To that end, Clean Office Pros seeks funding for equipment and initial operations of the business. The Company Established in 2009, the business offers office cleaning, floor treatment, carpet cleaning, and window cleaning for businesses with office space in the Kansas City area. The business was founded by Paul Vinci and Reid Werbitt, cleaning industry professionals with decades of collective experience, who have pooled their resources to develop a new strategy for reaching and serving business clients. The business will operate out of a central office and storage facility and use the labor of trained cleaning crews to serve clients. Services Services offered will be based around basic office cleaning scheduled on a monthly basis, which will be offered with extreme care for the client's privacy, security, and assets. Additional services will be sold to the same clients to deepen their relationship with Clean Office Pros. Organizational services will be introduced in after three years. Services will be environmentally friendly, both in the products used and in their methods of disposal. The Market The market currently consists of 40,000 small, medium, and large office businesses. Healthy......

Words: 331 - Pages: 2

Service

...Heritage Village. Many of those things included learning about how people use to live and how people did certain tasks so many years ago. However, I learned several things about service. The first thing I learned about the neighborhood I served was that there are so many organizations, businesses, and even ordinary people who are in need of service. Going to Heritage Village allowed me to realize that there are so many opportunities to perform a service. When people think of service, they think that they have to go to another country to do it. We do not notice that there are services needed close to home. For example, Heritage Village offers many opportunities. They are in need of volunteers and not necessarily money. By just working for an hour and a half, we were able to complete many tasks at Heritage Village. Sometimes that is all it takes: simply giving our time to our community. One thing I learned about myself was that by just giving my time, I can make a big impact. We all have to be willing to give our time to help others. Performing a service should not be a self-service. True service is a service that is “hidden work.” We should not do things so that we can gain attention or praise. We should do the service because that is what we are called by God to do. Jesus performed the greatest service in the world. And we should take that as an example of how to live....

Words: 265 - Pages: 2

Services

...it’s not matched to my order because when I tasted it, it’s not Java Chip that I ordered. I checked the name written on the cup to make sure if my name was placed there but my name was there. So, what I did was I went to the counter and complained about my order. I told them that they gave me a wrong order because it’s not really my order. After I complained, they apologized and said sorry to me. And what they did to recover their wrong service was that they gave me my order Java Chip with venti size which is the biggest size of their frappe. Also they gave additional product which was doughnut just to recover their wrong service. For me its passable, as long as they will recover what they did wrong to their customers and as long as they will satisfy their customers. Because there are some customers that are not easily satisfy with the replacement. But for me, it okay. Their strategies on how they will redesign their service are gradual. They will not let others customers know what happened. They will immediately do actions in that particular service. 2. Ministop I remembered when I bought a fried chicken meal at Ministop. Ministop is one of the convenient store like 7/11. But their difference is Ministop have their own fried chicken in their menu. So I was saying bought 2 pieces of friend chicken at Ministop and I found out that their chicken smelled spoiled. I tore a small piece of it and tore open its meat and then the smell came out. It was cooked alright but it......

Words: 1109 - Pages: 5

Services

...organizational outcomes, and four required workforce competencies and behaviors. a) High technology products and services -Siemens Company established more than hundred years. The high technology nature of Siemens’ business allow employee to learn on a continuing basis. The most important thing is Siemens provide employees extensive continuing education and management development. They are also training employees for jobs that are new to them. This will not only can motivate employee to learn more but also can enhance the image of the Company itself directly. b) Team work management -team work management is essential for a corporation to be successful. This is because employee productivity is likely to be enhanced through existence of unity in the marketplace. If everyone works as a team and noticed the vision and mission of the company are going to achieve, the managers and employees will have a easier time arriving at a consensus when important decision are made. c) Expand products to global -Siemens wants to expand their business to become globalization and wants have the competitive advantage as compared to other company so the wealth of nationalities, cultures, languages, and outlooks represented by its employees is one of its most valuable asset. Siemens Human Resource understands their responsibilities which is placing right person in the right job. d) Service customers well -Siemens understand how the important of customers is, so Siemens Company doing the......

Words: 282 - Pages: 2

It Services

...1 Satyam Scam in the Contemporary Corporate World: A Case Study in Indian Perspective Introduction Satyam Computer Services Ltd was founded in 1987 by B.Ramalinga Raju. The company offers information technology (IT) services spanning various sectors, and is listed on the New York Stock Exchange and Euronext.Satyam's network covers 67 countries across six continents. The company employs 40,000 IT professionals across development centers in India, the United States, the United Kingdom, the United Arab Emirates, Canada, Hungary, Singapore, Malaysia, China, Japan, Egypt and Australia. It serves over 654 global companies, 185 of which are Fortune 500 corporations. Satyam has strategic technology and marketing alliances with over 50 companies. Apart from Hyderabad, it has development centers in India at Bangalore, Chennai, Pune, Mumbai, Nagpur, Delhi, Kolkata, Bhubaneswar, and Visakhapatnam. "The truth is as old as the hills" opined Mahatma Gandhi, christened the Father of the Nation by Indians. So a company named "Satyam" (Truth, in Sanskrit) inspired trust. The IT boom in India, was fuelled by young, middle-class, and educated, budding Indian entrepreneurs and Western firms anxious to outsource to take advantage of high-skill, low-wage worker. This trend created a new breed of businessmen for the 21st century and generated many fortunes literally overnight. The global corporate community was flabbergasted and scandalized when the Chairman of Satyam, Mr. Ramalinga Raju......

Words: 16279 - Pages: 66

Characteristics of a Good Service Guarantee and Its Benefits

...Question 2 Most organizations today are offering service guarantee in their service offer. Discuss the characteristics of a good service guarantee and its benefits. Evaluate the following service guarantee offered by a restaurant for its home delivery services: “30 minutes guarantee. 10% discount on delayed delivery orders”. Answer: A service guarantee is a marketing tool that service firms have increasingly been using to reduce consumer risk perceptions, signal quality, differentiate a service offering, as well as to institutionalize and professionalize their internal management of customer complaint and service recovery [Gremler, 2009]. For products, a service guarantee usually comes in the form of a warranty that allows customers to reclaim money or compensate their product during a specific time period as stated in the warranty if the product proves to be defective during this time period. However, unlike products, services are often not guaranteed because the same service cannot be returned to the customer as compensation as well as the experience of the service is intangible. Therefore, the main problem that most service firms face is how they can provide a service guarantee for their services to entitle customers a form of compensation under the circumstances of a service delivery failure. According to Bateson & Hoffman, there are three types of service guarantees. The first is an unconditional guarantee that promises complete customer satisfaction either......

Words: 2326 - Pages: 10