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Service Delivery

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Service Delivery
NORTHCENTRAL UNIVERSITY
ASSIGNMENT COVER SHEET

Learner:

| | MKT5000-8 | Elisa Fredericks | | | Service Marketing | #5 Service Delivery | | | <Add Learner comments here>
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<Faculty Name> <Grade Earned> <Writing Score> <Date Graded>

Service Delivery

The goals of this paper are to research; diagram service delivery processes, and then describe how the process would be effective in the given situation. A research and define service delivery processes in different disciplines or areas to capture the best processes. A service culture will be defined and a description will be given as to why it is important. A description will also be given as to why service employees are critical to the success of delivery in any service organization. Using the writer on personal examples, the writer will discuss the general importance of customers in the successful creation and delivery of service experiences. Last, an internet search will be done to locate three services that the writer is interesting in exploring. The service will be described and outline the advantages and disadvantages of purchasing these services via e-commerce as opposed to the traditional market. The implications that purchasing online has for the service culture and customer experience will be given.
Service Culture
Organizations have different culture and service culture is one thing that has a major impact on customers and their decision. Service culture consists of many components with each impacting customers and helping to


References: Ahmad, J. (2008, December 30). Employees in Services - The Most Valuable Asset? Retrieved from http://ezinearticles.com/?Employees-in-Services---The-Most-Valuable-Asset?&amp;id=1832187 Bitner, M., Faranda, W. Hubbert, A., &amp; Zeithaml, V. (1997). Customer contributions and roles in service delivery. Retrieved from http://areas.kenan-flagler.unc.edu/Marketing/FacultyStaff/zeithaml/Selected%20Publications/Customer%20Contributions%20and%20Role%20in%20Service%20Delivery.pdf Inlawcenter. (2013). Tradional Law Firm vs. Online law Firm. Retrieved from http://tnlawcenter.info/ Lucas, B. (2008, July 31). Defining Your Service Culture. Retrieved from, http://ezinearticles.com/?Defining-Your-Service-Culture&amp;id=1372982 Vitez, O. (2013). E-Business Advantages and Disadvantages. Retrieved from http://www.ehow.com/list_6183995_e_business-advantages-disadvantages.html Your Service. (2013). Why build a superior service culture? Retrieved from http://www.upyourservice.com/service-culture/why-service-culture
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