Service Management - Service concept, SERVQUAL
Service Management
Introduction
It is considered that the most critical thing for a company is to effectively and efficiently deliver the service to the customers. It does really matter which industry the organization is operating in, the features of services have be taken very seriously and in addition to that, customers have to be satisfied in order for the organization to grow. It has been argued by numerous scholars that the primary need of the customers in the modern business world is to have a good experience, along with added value to be served to them. It is important to note that regardless of the capabilities of a product, the organization is not likely to be successful in accordance with its full potential if the offered services are not effective and efficient enough. In addition to that, the management of the services includes the whole end- to- end process, in which the customer is facilitated by the provider of service in every way it could be. The approach of the service management urges the organizations to stop focusing on what we do or what we have and start focusing on what we deliver to the customers. It is important to note that most of the customers buy a product because of its excellent service.
Need For Improvement
Improvement in services provides the organizations with an opportunity of increasing profitability as well as revenues and improving the services overall would mean increased effectiveness and efficiency. This would mean an increase in the returns for a significantly less investment as compared to making improvement in the equipment, machineries as well as the products. Improvement in the services provides the organization with a competitive edge over the others and tends to drive the culture of service. It basically involves interacting with the customers. This could be done by talking to them, communicating with them regarding their likes as well as their dislikes and even encouraging some services according to their
Introduction
It is considered that the most critical thing for a company is to effectively and efficiently deliver the service to the customers. It does really matter which industry the organization is operating in, the features of services have be taken very seriously and in addition to that, customers have to be satisfied in order for the organization to grow. It has been argued by numerous scholars that the primary need of the customers in the modern business world is to have a good experience, along with added value to be served to them. It is important to note that regardless of the capabilities of a product, the organization is not likely to be successful in accordance with its full potential if the offered services are not effective and efficient enough. In addition to that, the management of the services includes the whole end- to- end process, in which the customer is facilitated by the provider of service in every way it could be. The approach of the service management urges the organizations to stop focusing on what we do or what we have and start focusing on what we deliver to the customers. It is important to note that most of the customers buy a product because of its excellent service.
Need For Improvement
Improvement in services provides the organizations with an opportunity of increasing profitability as well as revenues and improving the services overall would mean increased effectiveness and efficiency. This would mean an increase in the returns for a significantly less investment as compared to making improvement in the equipment, machineries as well as the products. Improvement in the services provides the organization with a competitive edge over the others and tends to drive the culture of service. It basically involves interacting with the customers. This could be done by talking to them, communicating with them regarding their likes as well as their dislikes and even encouraging some services according to their
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