Susan Munro, Service Customer Analysis
note: this paper has already been submitted to the school mentioned, all contents of this paper reflects the views of the author. this paper is purely original, and not based from any other paper. the format was predetermined by the professor.
Holy Angel University
COLLEGE OF BUSINESS AND ACCOUNTANCY
Department of Business Management
A.Y. 2010-2011
CASE ANALYSIS
Susan Munroe, Service Customer
Submitted to:
Mrs. Cristina Naguit
Submitted by:
LEADER: Fernandez, Marvin T.
MEMBERS: Lansangan, Chimova
Parker, Harley Mae P.
Quioc, Christian Paolo
Santana, Karen F.
June 29, 2010
Introduction
The fast pace of advances in industrialized locations has increased the need for service, a process that creates benefits by facilitating either a change in customers, a change in their physical possessions, or a change in their intangible assets as described by wordiq.com. Though the service industry is a very lucrative venture to invest in, it is faced with quite a number of challenges. Variability in expectations and perceptions of customer and lack of homogeneity are just some of the problems. Services are typically modified for each client or each new situation (customized). This there could be a problem of inconsistent quality. Both inputs and outputs to the processes involved providing services are highly variable, as are the relationships between these processes, making it difficult to maintain consistent quality. But the bottom-line is that every customer should be satisfied to stay competent in this industry. After all, in every business, it’s always about the customer.
Background of the study
Susan Munroe is a final year business student who makes use of an array of services in a course of a single day. From basic necessities like food, up to her chores and studies, the integration of service to her lifestyle is noticeable. As a customer and business student, her expectation on the quality of service she gets from the providers she transacts
Holy Angel University
COLLEGE OF BUSINESS AND ACCOUNTANCY
Department of Business Management
A.Y. 2010-2011
CASE ANALYSIS
Susan Munroe, Service Customer
Submitted to:
Mrs. Cristina Naguit
Submitted by:
LEADER: Fernandez, Marvin T.
MEMBERS: Lansangan, Chimova
Parker, Harley Mae P.
Quioc, Christian Paolo
Santana, Karen F.
June 29, 2010
Introduction
The fast pace of advances in industrialized locations has increased the need for service, a process that creates benefits by facilitating either a change in customers, a change in their physical possessions, or a change in their intangible assets as described by wordiq.com. Though the service industry is a very lucrative venture to invest in, it is faced with quite a number of challenges. Variability in expectations and perceptions of customer and lack of homogeneity are just some of the problems. Services are typically modified for each client or each new situation (customized). This there could be a problem of inconsistent quality. Both inputs and outputs to the processes involved providing services are highly variable, as are the relationships between these processes, making it difficult to maintain consistent quality. But the bottom-line is that every customer should be satisfied to stay competent in this industry. After all, in every business, it’s always about the customer.
Background of the study
Susan Munroe is a final year business student who makes use of an array of services in a course of a single day. From basic necessities like food, up to her chores and studies, the integration of service to her lifestyle is noticeable. As a customer and business student, her expectation on the quality of service she gets from the providers she transacts