scholarly journals Excellence and Customer Delight in Services Marketing

2021 ◽  
Vol 2 (4) ◽  
pp. 1-18
Author(s):  
Pratap Chandra Mandal

Innovation, differentiation, and e-adoption are imperative for companies to sustain in the competition. It is difficult to innovate and differentiate physical products. Service companies gain in importance because of higher scope of innovation and differentiation with the help of e-adoption. The importance of innovation in services, initiatives taken by service companies, and the roles of e-adoption and technology as enablers to achieve excellence and customer delight are discussed. The initiatives include a strategic orientation, commitment from the top management, maintaining high standards, having profit tiers, monitoring service performance, and prompt action on customer complaints. The study focuses on the differentiation incorporated in services, adoption of the internet, and the roles of the internet in the differentiation of services. The study discusses about those companies which excel in providing superior services and analyses the strategies adopted by them. Proper implementation and execution of strategies enable companies to delight customers and achieve excellence.

2011 ◽  
Vol 1 (1) ◽  
pp. 1-20
Author(s):  
Balakrishnan Menon

Subject area Marketing management – services marketing specialization. Student level/applicability MBA/PGDM senior students studying services marketing as a specialization course. Case overview US Technology Private Ltd (UST) is a major software services company in India. It was started in 1999 with a few employees at an offshore development centre in Trivandrum. Now in 2010, renamed UST Global, the company has over 7,000 employees worldwide. Phenomenal success of such a software company, in the left-oriented party dominated state of Kerala, has invited the attention of many people in the industry. The company earned valuable foreign exchange through software exports for the country and the state over the last ten years. The company has created innovative service differentiators, to impress on its clients, on the advantage of doing business with the company. The cementing customer satisfaction and derived customer delight that the company has created in their clients, has secured stable customer relationship management and customer loyalty. This reinforces the trust they have shown in the services management philosophy adopted by the company. The company's unique hybrid delivery model has worked well with its clients. Its unique selling proposition of “few clients and more focus” has resulted in delight of its customers, as they see it as a value addition for their money's worth. The leadership team attributes the success of the company to its fundamental core values and twin strategy of customer centricity and employee focus. Expected learning outcomes These are: customer perception of service; purpose of customer relationship management; service differentiators; and employees' role in delivering successful software service solutions to the customer, etc. Supplementary materials Teaching notes.


Author(s):  
Larissa Maria Argollo de Arruda Falcão ◽  
Taciana De Barros Jerônimo ◽  
Fagner José Coutinho de Melo ◽  
Joas Tomaz de Aquino ◽  
Denise Dumke de Medeiros

This  paper  use  SERVQUAL measure  for  assessingthe  quality  of  the  administrative  services  in  a  large  mall,located in Brazil,  seen from the point of view of the currentservice  providers.  A questionnaire  was  used  to  interview 68service companies, and 5 CEO mall of this case of study. Twofactors were compared: the expectations and perceptions of theservice  providers,  the  comparison  enabled  the  strengths  andweaknesses of the quality perceived of the services offered bythe  mall  were  undertaken  as  a  case  study. Understand whatfeatures  and  level  of  service  must  have  in  order  to  meetconsumer needs, against on how consumers perceive the actualmall  performance  in  the  context  of  what  they  expected  to ensuring  good  service  to  classify  into  three  categories  offactors:  Basic,  Performance  and  Excitement.The  findings  ofthis study may prompt future research to create a new tool tohelp those managers and service companies in the process ofmaking decisions aimed at improving the strategic relationshipwith retail companies and thus to improve the quality of themall  services.  One  contribution  of  this  study  is  the  simpleproposed model used to understanding how quality processesaffect each organizational dimension of service performance.


2018 ◽  
Vol 3 (2) ◽  
pp. 198
Author(s):  
Arzhanova I.M. ◽  
Nemtsov Yu.A.

National-State interests of the Russian Federation are the most significant and objective political determinants of the totality of the vital needs of the population, which are aimed at the satisfaction and development of an individual, society and the State in all their areas of activity: International, military, economic, social, information, internal political, environmental. Maintaining a level of well-being of citizens, to ensuring high standards of life and health, the country's territorial integrity, its sovereignty, guaranteing citizens ' constitutional rights, stable economic development are relevant political objectives activities in Russia.


Author(s):  
William H. Rogers ◽  
Debra Lerner

What are the strengths and weaknesses of computer-based and other automated methods of detecting depression? Two promising technologies make use of the Internet and speech recognition. Whatever technology is used, each method needs to be assessed rigorously using the same high standards that have been applied to pencil-and-paper tests. We are in the midst of a technological revolution that inevitably will transform psychiatric clinical practice. A consensus for routine depression screening is building, and at the same time methods by which it could be accomplished are emerging. The hope is that the right technology can provide an easy, inexpensive, valid, and reliable public health approach to depression screening. Computerized assessment is well accepted in diverse fields, and the use of Internet-based survey technology has grown exponentially. Issues regarding the strengths and limitations of computerized assessments are addressed regularly in the literature. For example, such assessments have been shown to improve data quality while at the same time reducing cost as well as the time to score, analyze, and report results. Increasingly, as depressive disorders have been recognized as highly prevalent with significant morbidity, multiple screeners using an array of technological advances have been developed (Table 8.1 lists selected studies). This chapter will review the technologies that are currently available for automated depression screening and will discuss them in terms of criteria that should dictate their adoption. The growing list of technologies can be classified on several dimensions. Perhaps themostimportant of these isadaptivevs.non-adaptive. Inanadaptive technology pioneered by the Educational Testing Service, a computer, using a preprogrammed algorithm, decides which question to ask next given the responses so far. Paper-and-pencil is the classical non-adaptive technology— everyone gets the same paper with the same questions in the same order. Technological modality is a second dimension. Currently available technologies include the phone, the Internet, and hand-held electronic devices. The phone can be split into several groups, including agent: computer-assisted telephone interview (CATI), speech recognition, and touch-tone. Phone can also be classified as inbound (the patient initiates the call to a toll-free number) or outbound (the system initiates the call).


2014 ◽  
Vol 26 (5-6) ◽  
pp. 675-689 ◽  
Author(s):  
Kuen-Suan Chen ◽  
Tsang-Chuan Chang ◽  
Kung-Jeng Wang ◽  
Chiao-Tzu Huang

Author(s):  
Roger J. Jiao

The prevailing practice of design for mass customization manifests itself through a configure-to-order paradigm, which means to satisfy explicit customer needs and built upon legacy design. With pervasive connectivity and interactivity of the Internet and sensor networks, personalization has been witnessed in a number of industry sectors as a promising strategy that makes the market of one a reality. This positioning paper envisions an extension to design for mass customization and personalization (DFMCP). By exploiting implicit market demand information and revealing latent customer needs, DFMCP aspires to assist customers in making better informed decisions, and to the largest extent, to anticipate customer satisfaction and adapt to customer delight. Based on a multiverse of user experience, product differentiation and co-creation, the key issues of DFMCP are discussed.


2017 ◽  
Vol 8 (1) ◽  
Author(s):  
Stefani Stefani

<p>One of the most important elements for the company is to introduce their products (services) to prospective customers. Hypnosis For Healing is a company engaged in services. One key to the success of this company especially to attract clients is through the promotion of this company so that it is known by many more people. It requires the selection of appropriate media in accordance with the consideration of criteria such as low cost, wide coverage. These service companies require appropriate promotional media. This study aims to find a suitable promotional media on HFH company. The research was conducted in the end of 2010. The analytical tool used is Analytical /various alternatives based on several criteria. The results of this study show that the internet is a major media as a promotional tool to introduce to the general public.</p><p> </p><p>Keywords : Methods of Analytical Hierarchy Process (AHP), Promotional media.</p>


Author(s):  
Xiang Ying Mei ◽  
Ingrid K. Bagaas ◽  
Erling K. L. Relling

Customer complaints are unavoidable in any businesses and how firms handle such complaints will affect the public's perception of the company's brand and reputation. While storytelling is being embraced by an increasing number of companies as a different way to communicate their brand, many customers are now also using storytelling as an approach to voice their unfavourable experiences on the social media in regards to a particular unsatisfactory purchase as part of electronic word-of-mouth (eWOM). Such creative and humorous complaints serve as a way to cut through the clutter in order to gain the company's attention. Those companies that embrace such complaints by responding in an equally humorous and creative manner as part of their service recovery process will manage to recover their customers as well as their employees. As such posts are often shared publicly on the Internet, they may become viral and thus can create great positive effect on the company's reputation. Hence, it is important to empower the employees to recover the services using untraditional responses.


Author(s):  
Xiang Ying Mei ◽  
Ingrid K. Bagaas ◽  
Erling K. L. Relling

Customer complaints are unavoidable in any businesses and how firms handle such complaints will affect the public's perception of the company's brand and reputation. While storytelling is being embraced by an increasing number of companies as a different way to communicate their brand, many customers are now also using storytelling as an approach to voice their unfavourable experiences on the social media in regards to a particular unsatisfactory purchase as part of electronic word-of-mouth (eWOM). Such creative and humorous complaints serve as a way to cut through the clutter in order to gain the company's attention. Those companies that embrace such complaints by responding in an equally humorous and creative manner as part of their service recovery process will manage to recover their customers as well as their employees. As such posts are often shared publicly on the Internet, they may become viral and thus can create great positive effect on the company's reputation. Hence, it is important to empower the employees to recover the services using untraditional responses.


Author(s):  
Hana Suryana ◽  
Agus Rahayu ◽  
Disman Disman ◽  
Lili Adi Wibowo

Objective - Explore the data and information on strategic orientation and absorptive capability on value creation of courier service industry in Indonesia. Methodology/Technique - The nature of this research is descriptive and verification. The unit of analysis is the courier service industry, and a sample of 50 courier service companies operates in various regions in Indonesia. The time horizon is cross-sectional, where the research is done at a certain time. Primary data were collected by a questionnaire and interviews with companies execute vies and stakeholders. The analysis is done by using the model verification Partial Least Square (PLS). Findings - Strategic Orientation and Absorptive Capability simultaneouslyinfluence Value Creation. Strategic Orientation has a greater influence than Absorptive Capability on Value Creation. Type of Paper - Empirical Keywords : Strategic Orientation, Absorptive Capability, Value Creation


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