Review about how can marketers improve service quality

1. DESIGNING
AND
MANAGING
SERVICE

2. HOW
CAN WE
IMPROVE
SERVICE QUALITY?

3. Services designed
by the company
should caterthe
oftargeted audience

4. One study identified
more than
800
Critical behaviors
thatcause
customers
to switchtheir
services

5. Factors Leading To Customer Switching Behavior

6. According
to a recent
study on
“ Dimensions Of Service Customer Want
Companies to Deliver”
showed

7. Two important considerations in service delivery :
 Customer Expectation
 Incorporating Self-Service
Technology

8. CUSTOMERS COMPARE
Perceived
Service
Expected
Service

9. Service Quality
Model

10. Gaps Causing
Unsuccessful Delivery
Consumer Expectation
andManagement Perception
Management Perception
&Service Quality Specification
Service Quality Specification
And Service Delivery
Service Delivery &
External Communications
Perceived Service
And Expected Service

11. Reliability
Determinants
Of
Service Quality
Empathy
AssuranceResponsiveness
Tangibles

12. ONE
DYNAMIC PROCESS
MODEL
REVEALS
THAT :

13. INCREASING CUSTOMERS’
of “What the firm will deliver?”
can lead to
improved perceptions of overall service quality

14. Decreasing
of
“ what firm should deliver ? “
can alsolead to
improved perceptions of overall service quality

16. Jeffrey Rayport and Bernie Jarworski define
Customer service interface as any place at which a company seeks to manage
a relationshipwith acustomer , whether through people , technology or some
combination of two

17. Though many companies
serve
customers
through
broad array of interfaces….

18. They end up
INCREASING COMPLEXITIES , COST AND
CUSTOMER DISSATISFACTION

19. SO ,
IS NOT THE PROBLEM
BUT…..

20. THE BIGGEST OBSTACLE IS
Convincing Customers
To Use It
For The First Time

21. For that ,
Customers shouldhave
a clear sense of their role
and
must see a clear

22.  Managing Customer
Expectations
 Incorporating Self-Service
Technologies (SST ’s)
RECAP :-

24. A presentation by-
Prasad Vadnere
V.J.T.I. , MUMBAI
during an internship by Prof.Sameer Mathur,IIM Lucknow.
www.IIMInternship.com