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What is a service?
Service is an effective strategy to deliver value to customers because it can be customized based on the needs of the customer. But it is important to be aware of the constraints involved in delivering service. Service strategy assignment help can help you understand how services are different from goods and what are the advantages of service over goods. The modern business world is all geared up to deliver value to customers through engaging them in a dialogue about their needs, wants, aspirations, etc., so that they can be served better.
What is service strategy?
service strategy is a service design principle that applies to service management and service marketing. The service strategy approach aims to effectively handle all aspects of a service experience, including the service’s quality, service delivery, value proposition and customer satisfaction levels. In short, it is a deliberate effort to manage the entire service market offering from start to finish.
Factors influencing service strategy
Quality, reliability, ability to innovate are some of the important factors that determine how customers perceive a particular service. Service strategy assignment help will help you learn about the various strategies used in different industries for delivering value to customers using services. A customer’s experience is subjective and influenced by perceptions about the value received from a service provider. This is important because it affects the extent of loyalty and willingness to remain with a particular service provider.
Good service quality is an important determinant of service success. There are several service-quality dimensions, but service providers must understand the priorities of their customers in order to provide service quality that is appropriate. Some service standards are basic requirements for service success, while others are more specific to the service provider’s value proposition and competitive strategy.
The Five dimensions of service quality
Customer expectations are always based on experience. The first step to meeting customer needs is recognizing what those needs are, and how they relate to the overall service being provided. The five dimensions of service quality identify common areas that may be preventing a service from being successful or desired by its target audience. The five dimensions of service quality include tangibles, reliability, responsiveness, assurance, and empathy.
The definition of tangibles is the physical evidence that a service exists or has been performed or provided. The closer an organization can get to meeting customer expectations while reducing unseen costs, the more successful their service will be. The tangible elements are the components of a service experience that are seen by customers during their interactions with the service. The level of awareness that customers have when evaluating tangibles varies depending on what type of tangible it is, and whether or not they are engaged in the situation at the time it occurs.
Reliability is the ability of a service to be consistent in the amount, nature, and quality of what is promised. The experience of reliability can have either positive or negative effects on customers’ perceptions of service quality. The following are all aspects which can determine if a service has high levels of reliability:
– The expertise, or qualifications of providers
– The quality or appropriateness of the processes used to provide the service
– The availability of required resources
– The organization’s track record for delivering similar services to other customers in a timely fashion
Assurance is the perception that service providers are trying to help customers or meet their needs. The following are all aspects which can determine if a service has high levels- The quality of communication between customers and service providers
– The knowledge, skills, and ability of the customer’s contact person(s)
– The clarity of information given to customers about services, policies, and procedures
– The ease of obtaining assistance from customer service representatives
Empathy is a type of caring, understanding and sharing for the feelings, condition or situation of another. The following are all aspects which can determine if a service has high levels- The knowledge, skills, and ability that service providers demonstrate in the course services they provide
– The promptness with which customers’ requests are attended to
– The helpfulness and concern of service providers
– The availability of resources on the part of service providers to assist customers
The definition of responsiveness is the willingness or ability of an organization to react quickly and effectively when customer expectations are not being met. The following are all aspects that can determine if a service has high levels of responsiveness:
– The clarity, timeliness and accuracy of feedback provided to customers after requests have been made
– The willingness or ability of customer service representatives to take action on behalf of the customer
– The speed at which actions requested by customers are completed
– The actions or words of other employees which indicate that the customer’s interests are being served
Tools for measuring service quality
Some tools that can be used are customer satisfaction surveys, mystery shoppers, focus groups, and benchmark studies. Customer satisfaction surveys are questionnaires distributed by companies to their customers, usually by surveys or via email. Mystery shoppers are people who pose as regular customers and then record how they were treated by the employees of the company. Focus groups are groups of people that meet with management representatives in order to discuss their opinions on services provided by the business. Finally, benchmark studies involve companies doing side-by-side comparisons of their service compared to competitors.
The first tool one may use is a customer satisfaction survey. In this type of survey, customers fill out questionnaires or comment boxes about their experiences with the business, from the quality of the products to the speed and friendliness of employees. Management can use these surveys to make changes in policies and provide better service to customers. Good examples are Zappos and Amazon, where customers can leave a product review. Customers often leave a star rating for the products they buy from these companies, as well as a comment about their experience with the company.
The next tool for measuring service quality is mystery shopping. Mystery shoppers are just what they sound like: people who pose as regular customers in order to test out the customer service of a company. Tools for measuring service quality with mystery shoppers include, but are not limited to, observing interactions between employees and customers, taking notes on how products were displayed, and checking prices on different items. Tools for mystery shoppers are not limited to these examples, but they are important aspects that companies may want to pay attention to.
The third tool for measuring service quality is focus groups. Tools for measuring service quality with focus groups include gathering people from a representative sample of the population together at one time to discuss topics of interest. In business, these people would be potential customers who had used a company’s services before and had an opinion about it. Tools for customer service with focus groups also allow the collected opinions to be organized and then presented back to managers in order to highlight positive and negative aspects of their business. Finally, these tools also help companies identify how to improve their service so that it is better than the competition. Tools for measuring service quality with focus groups are particularly effective because they include input from a large number of people, which makes it easier to get an accurate understanding of the experience customers had while using their services.
Benchmark studies are another helpful tool for measuring service quality. Tools for measuring service quality with benchmarking involve comparing customer satisfaction levels between companies in order to measure how their services compare to others that are similar. Tools of benchmarking often include surveys, focus groups, and interviews of customers who have used each company’s products or services. Tools like benchmarking allow management to see how their business is doing in comparison with its competitors and what they can do in order to improve.
How to improve service quality
Many businesses today are trying to improve their service. This is because they understand that improving the service that they offer will raise the standard of their services and build customer loyalty. Customers like good customer service; it makes them feel important and gives them a sense of importance.
Tools for improving service quality are methods for effective performance of services with the objective to satisfy customers. Tools for improving service quality include customer satisfaction, customer loyalty and service excellence. Tools for improving service quality in environmental services aim at increasing customer satisfaction in the delivery of services, in order to keep them loyal in their use of these services.