Service Concept Profiling
SERVQUAL MODEL
SERVQUAL MODEL
SERVICE CONCEPT PROFILING
SERVICE CONCEPT PROFILING
SERVICE CONCEPT
SERVICE CONCEPT
MGT 3160 - Services Management
Done By: Rahul Khanchandani
M00289513
Submission Date: 11th December 2012
Lecturer: Mrs. Neelofer Mashod
Word Count: 2,478 Words Service Concept | Pages 3-5 | Service Concept Profiling | Pages 6-7 | SERVQUAL Model | Pages 8-9 | Conclusion | Page 10 |
Table of Contents:
Service Concept:
People buy different kinds of services from different companies to fulfill their wants/needs. Example: A customer buys a flight ticket of Emirates which routes to London. Not only does the customer buy his/her transportation method to London, they buy a concept. They buy comfortable seating, in flight meal and entertainment and reaching their destination on time at the lowest conceivable price. The way in which an organization labels the services provided to the customer and what service the customer is buying/using is known as the Service Concept. Service concept is intensely related to what a customer expects of his/her service (External Stakeholders) and what the staff of the organization thinks about the service they are providing to their customers (Internal Stakeholders) (Johnston and Clark, 2008). With the help of Service Concept, an Organization has an advantage over its competitors in the market as the service concept not only supports the organization to sell their services, but also concentrates on satisfying the customer’s expectations, which helps the organization differentiate their services from other organizations. There are four main elements which help regulate a Service Concept: 1) Service Experience: Awareness that the customer has about the service is Service Experience. 2) Service Value: This is the assessment the customer is ready to pay in monetary terms for the service, with additional benefits the customer seems is suitable for them and worth to pay for. 3) Service
SERVQUAL MODEL
SERVICE CONCEPT PROFILING
SERVICE CONCEPT PROFILING
SERVICE CONCEPT
SERVICE CONCEPT
MGT 3160 - Services Management
Done By: Rahul Khanchandani
M00289513
Submission Date: 11th December 2012
Lecturer: Mrs. Neelofer Mashod
Word Count: 2,478 Words Service Concept | Pages 3-5 | Service Concept Profiling | Pages 6-7 | SERVQUAL Model | Pages 8-9 | Conclusion | Page 10 |
Table of Contents:
Service Concept:
People buy different kinds of services from different companies to fulfill their wants/needs. Example: A customer buys a flight ticket of Emirates which routes to London. Not only does the customer buy his/her transportation method to London, they buy a concept. They buy comfortable seating, in flight meal and entertainment and reaching their destination on time at the lowest conceivable price. The way in which an organization labels the services provided to the customer and what service the customer is buying/using is known as the Service Concept. Service concept is intensely related to what a customer expects of his/her service (External Stakeholders) and what the staff of the organization thinks about the service they are providing to their customers (Internal Stakeholders) (Johnston and Clark, 2008). With the help of Service Concept, an Organization has an advantage over its competitors in the market as the service concept not only supports the organization to sell their services, but also concentrates on satisfying the customer’s expectations, which helps the organization differentiate their services from other organizations. There are four main elements which help regulate a Service Concept: 1) Service Experience: Awareness that the customer has about the service is Service Experience. 2) Service Value: This is the assessment the customer is ready to pay in monetary terms for the service, with additional benefits the customer seems is suitable for them and worth to pay for. 3) Service