06-06-2012, 11:20 AM
DELIVERING AND PERFORMING SERVICE
PERFORMING SERVICE.ppt (Size: 170 KB / Downloads: 1)
Employees’ Roles in Service Delivery
Illustrate the critical importance of service employees in creating customer satisfaction and service quality
Demonstrate the challenges inherent in boundary-spanning roles
Provide examples of strategies for creating customer-oriented service delivery
Show how the strategies can support a service culture where providing excellent service is a way of life
Service Employees
They are the service
They are the firm in the customer’s eyes
They are marketers
Importance is evident in
The Services Marketing Mix (People)
The Service-Profit Chain
The Services Triangle
Service Culture
A culture where an appreciation for good service exists, and where giving good service to internal as well as ultimate, external customers, is considered a natural way of life and one of the most important norms by everyone in the organization.
