Literature Review on Customer Service Management on Emirates
BUS 324
Services Marketing
Group Assignment 2: Literature Review
Emirates Airlines
Done By: Sheela Mehta Date: 14/11/2012
Literature Review on Customer Service Management
Introduction One among many of the definitions given to customer service by Jay Kandampully (2012) in his book “Service Management: A New Paradigm in Retailing” are “Customer Service is a series of activities designed to enhance the level of customer satisfaction- that is, the feeling that a product or service has met the customer expectations.”As the service industry’s importance has started to rise, things like customer service, relationships and experiences have become important aspects to service companies in order to achieve success.
Customer service offered by the service sector needs to differ from the manufacturing sector due to its nature. In the manufacturing sector customers are able to evaluate the business based on the actual tangible good and may not care much for the augmented services provided with it, except for maybe in the case of cars, however service providers need to manage their customer service in the best possible way as that is the bases they will judged on. Service sector’s need to consider employee behavior, service scape and quality service in order to create a positive image in the minds of the consumer. An example of bad customer service is given through Apple due to their poor technical support, but however are able to get away with it due to their attractive nature. However Zappos.com and Bed Bath and Beyond are two companies that are directly opposite, one offers free shipping and 365x7x24 customer support while the other offers 100% satisfaction assured and free return shipping; and positioned right in between these two is Dell computers (Kandampully 2012).
Customer Service Management Managing customer service has become most essential now more than ever, customers today are well educated and are very careful about what they
Services Marketing
Group Assignment 2: Literature Review
Emirates Airlines
Done By: Sheela Mehta Date: 14/11/2012
Literature Review on Customer Service Management
Introduction One among many of the definitions given to customer service by Jay Kandampully (2012) in his book “Service Management: A New Paradigm in Retailing” are “Customer Service is a series of activities designed to enhance the level of customer satisfaction- that is, the feeling that a product or service has met the customer expectations.”As the service industry’s importance has started to rise, things like customer service, relationships and experiences have become important aspects to service companies in order to achieve success.
Customer service offered by the service sector needs to differ from the manufacturing sector due to its nature. In the manufacturing sector customers are able to evaluate the business based on the actual tangible good and may not care much for the augmented services provided with it, except for maybe in the case of cars, however service providers need to manage their customer service in the best possible way as that is the bases they will judged on. Service sector’s need to consider employee behavior, service scape and quality service in order to create a positive image in the minds of the consumer. An example of bad customer service is given through Apple due to their poor technical support, but however are able to get away with it due to their attractive nature. However Zappos.com and Bed Bath and Beyond are two companies that are directly opposite, one offers free shipping and 365x7x24 customer support while the other offers 100% satisfaction assured and free return shipping; and positioned right in between these two is Dell computers (Kandampully 2012).
Customer Service Management Managing customer service has become most essential now more than ever, customers today are well educated and are very careful about what they
References: American Airlines. http://www.aa.com/i18n/customerService/customerCommitment/customerServicePlan.jsp (accessed November 3, 2012). Badam, Ramola Talwar. "Emirates Airline puts check-in kiosks in Metro stations." The National. August 3, 2011. http://www.thenational.ae/news/uae-news/transport/emirates-airline-puts-check-in-kiosks-in-metro-stations (accessed November 5, 2012). Drennen, Hannah, "Self Service Technology in Airports And the Customer Experience" (2011). UNLV Theses/Dissertations/Professional Papers/Capstones. Paper 1053. Durvasula, Srinivas, Steven Lysonski, and Subhash C. Mehta. "Service Encounters: The Missing Link Between Service Quality and Satisfaction." Journal of Applied Business Research, 2005: 16-18. Emirates. 2012. http://www.emirates.com/ae/english/ (accessed November 4, 2012). Inc., Virtual Advisor. Creating an Effective Customer Service Plan. 2009. http://www.va-interactive.com/inbusiness/editorial/sales/ibt/customer.html#top (accessed November 13, 2012). Kandampully, Jay. Service Management: The New Paradigm in Retailing. New York: Springer Science + Business Media, LLC, 2012. Manjavu, Nyanisa. "AN ANALYSIS OF CUSTOMER SERVICE." Journal of Srevice Marketing, 2004: 1,6-7. Martinez, Mario, Miguel Borja, and Juan Jimenez. "Yield Management as a Pricing Mechanism." The Review of Business Information Systems, 2011: 51-59. Pallmer, Adrian. "Customer experience management: a critical review of an emerging idea." Journal of Services Marketing, 2010: 196-208. Payne, Adrian, and Pennie Frow. "A Strategic Framework for Customer Relationship Management." Journal of Marketing, 2005: 167-176. Ruppel, Jim. Customer Service Commitment. Dallas, 2012. Skytrax. http://www.airlinequality.com/Forum/emrts.htm (accessed November 13, 2012). The Emirates Group. http://www.theemiratesgroup.com/english/our-company/awards-accolades.aspx (accessed November 3, 2012). Venkat, Ramesh. Journal of Revenue and Pricing Management. 2007. http://www.palgrave-journals.com/rpm/journal/v6/n4/abs/5160104a.html (accessed November 3, 2012). Voneche, Fredric. "Yield Management in the Airline Industry." Journal of services Marketing , 2005: 1-6. Winston, Beth. eHow. http://www.ehow.com/list_6697064_key-factors-customer-service.html (accessed November 13, 2012).