Designing and Marketing Services

1. HOW CAN WE IMPROVE SERVICE QUALITY?

2. 1. LISTENING
service providers should understand what customers really want through
continuous learning about their expectation and perception.

3. 2. RELIABILITY
Single most important
dimension ofservice
quality and it must be a
service priority.

4. 3. service design
Service
providers
should take a
holistic view of
the service while
managing its
many details.

5. 4. recovery
To satisfy a customer encountering a
service problem, companies
should encourage customers to complain,
respond quickly and personally, and develop
a problem resolution system..

6. 5. surprising customers
Process dimensions like assurance, responsiveness and
empathy are most important in exceeding customer
expectations by surprising them with uncommon
swiftness, grace, courtesy, competence, commitment and
understanding.

7. 6. employee research
Marketers should
conductresearch withemployees toreveal why service
problemsoccur and what should
be doneto resolve them.

8. Thank you!
Made by Sakshi UPadhyaya, RKGIT Ghaziabad, for
internship under
Prof. Sameer MAthur, IIM Lucknow.