SERVICE MANAGEMENT IDEAS

Service Management Ideas



Service Management Ideas

Introduction

The aim of this assignment is conduct a critique of the following service management ideas such as Service Concept, Service Concept Profiling and SERVQUAL model. In economics and marketing, service concept is a set of activities to meet one or more requirements of a customer. The key to a good service is meeting or exceeding customer expectations. Companies can use the loyalty profiles of customers in order to see how dissatisfied customers are. After this, companies can allocate loyalty-building budget to meet the needs of customers. Servqual is a standardized method for measuring the quality of services and the resulting customer satisfaction.

Discussion and Analysis

Service Concept

A service is a set of primary or complementary activities that do not directly produce a physical product, but seek to respond to the needs of a client. Industrial and production related services today are of great importance for the national and international competitiveness. They are an important factor for the successful differentiation in the market and often critical to the stability and growth of industrial enterprises. Industrial Services support innovation, customer service, and long-term customer loyalty and provide an important impetus for the sales success. One of the key issues in the current business environment is the perception and satisfaction of customers. The perception of customers is one of the critical issues for continuous improvements. There are a number of organizations that are shifting their focus towards customers (Horne, 1999).

In economics and marketing, service concept is a set of activities to meet one or more requirements of a customer. By providing some level of skill, talent and experience, service providers participate in an economy without the restrictions of carrying heavy inventory of commodities. On the other hand, service concept highlights the significance of investment in marketing. Service management is gaining more strength as a business strategy to increase and maintain customer loyalty in a competitive environment. Large companies recognize the need to improve management capabilities of service and repairs (Zeithaml, 2000).

The establishment of shared service centres is at first sight a form of centralization. They are mostly indirect, service-providing functions for the actual core business areas. Shared Service is an organizational model which aims to provide enterprise a wide support by services, which is linked to the corporate office and the individual business units, business units or departments. In this, the individual divisions, business units or departments can access it as needed (shared) to obtain the appropriate service. A number of organizations have started to use customer service as an important indicator of performance.

A company produces a good or service and sells it to its customers. If all goes well, these sales revenues exceed operating costs and the company makes a profit. Other models can be more complex, such as radio and television broadcasting. With everything that has been said and written about an Internet, it is easy to overlook the radio, and then television, broadcast programming free to anyone with a ...