DESIGNING

AND

MANAGING

SERVICE

HOW

CAN WE

IMPROVE

SERVICE QUALITY?

Services designed

by the company

should cater the

of targeted audience

One study

identified

more than

800

Critical

behaviors

that cause

customers

to switch their

services

Factors Leading To Customer Switching Behavior

According

to a

recent

study on

“ Dimensions Of Service Customer Want

Companies to Deliver”

showed

Two important considerations in service delivery :

Customer Expectation Incorporating Self-Service

Technology

CUSTOMERS COMPARE

Perceived Service

Expected Service

Service

Quality

Model

Gaps Causing Unsuccessful

Delivery

Consumer Expectation and Management

Perception

Management Perception& Service Quality

Specification

Service Quality Specification

And Service Delivery

Service Delivery &External Communications

Perceived Service And Expected Service

Reliability

Determinants Of

Service Quality

Empathy

AssuranceResponsiveness

Tangibles

ONE

DYNAMIC PROCESS

MODEL

REVEALS

THAT :

INCREASING CUSTOMERS’

of “What the firm will deliver?”can lead to

improved perceptions of overall service quality

Decreasing

of “ what firm should deliver ? “

can also lead to improved perceptions of overall service

quality

INCORPORATING

TECHNOLOGIES

(SST’S)

Jeffrey Rayport and Bernie Jarworski define

Customer service interface as any place at which a company seeks to manage a

relationship with a customer , whether through people , technology or some combination of two

Though many

companies

serve

customers

through

broad array of

interfaces….

They end up

INCREASING COMPLEXITIES , COST AND CUSTOMER DISSATISFACTION

SO ,

IS NOT THE PROBLEM

BUT…..

THE BIGGEST OBSTACLE IS

Convincing Customers

To Use It

For The First Time

For that ,

Customers should have

a clear sense of their role

and

must see a clear

Managing Customer

Expectations

Incorporating Self-Service

Technologies (SST ’s)

RECAP :-

A presentation by-

Prasad Vadnere V.J.T.I. , MUMBAI

 during an internship by Prof. Sameer Mathur , IIM Lucknow.

www.IIMInternship.com