CHALLENGE ON KBANK’S SERVICE EXCELLENCE By Natnicha PRACHAKITTIKUL (ETU20150043) MSc in International Luxury and Brand Management ESC Rennes School of Business Abstract Many people have doubt about KASIKORNBANK (KBank) service. As double standard still remains in KBank branch services‚ it is urgent need for KBank to improve its services in order to meet its commitment “Towards Service Excellence (at every level)”. In this essay‚ five features of service‚ 7Ps service marketing mix‚ and SERVQUAL
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The relationship between frontline service employees and customers has always been interesting research topic for service marketers as the customer-contact service employee is the service and organization in the customers’ eyes and consumer interpretations of employee performance will create their impression of the service brand (Zeithaml and Bitner‚ 2009). Most early work on service frontline employees is based on the assumption that interaction between service encounters and customers is harmonious
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Service Encounter: A service encounter is defined as the period of time that a customer interacts with a service (Shostack‚ 1985). The definition of a service encounter is broad and includes a customer’s interaction with customer-contact employees‚ machines‚ automated systems‚ physical facilities‚ and any other service provider visible elements. It involves all the activities required to perform a service. Transactions: 1. Info 2. Parking 3. Booking 4. Entry 5. Waiting 6. Finding Seat
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IMPROVING SELF-SERVICE TECHNOLOGIES UTILIZATION: THE POTENTIAL IMPACTS OF TECHNOLOGY ANXIETY‚ NEED FOR INTERACTION WITH SERVICE EMPLOYEES‚ AND EXPECTED SERVICE QUALITY By M.S. Southern Illinois University Carbondale‚ 2003 B.S. Srinakharinwirot University‚ 1999 PR EV A Dissertation Submitted in Partial Fulfillment of the Requirements for the Doctor of Philosophy Degree Department of Management in the Graduate School Southern Illinois University Carbondale May 2008 IE Kiattisak
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Importance of Service We can define customer service as the provision of service to customers before‚ during and after a purchase. That being said 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 expectation. In hospitality‚ the customer service is the main reason why this industry is where it is now a days‚ because it depend totally of what kind of service is provided to customers
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good customer service is essential for a healthy business in creating new customers‚ keeping loyal customers‚ and developing referrals for future customers Important of Customer Service: Customer service is important because customer service does more than simply provide a means to drive sales. It is also said that when companies have a commitment to a customer service this raises the bar of competition. There are following tip for good customer services Excellent customer service begins at
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evenings and friday thru monday with my fiance. By sticking with this schedule I do not get myself overwhelmed and I still get to do enjoyable things. Please provide a brief understanding of your knowledge of the human services profession. My understanding of the Human Services profession is anyone or agency that helps and assist in the need of others. This can be anything from‚ but not limited‚ to social workers‚ drs.‚ psychologist‚ psychiatrist‚ case managers‚ program directors‚ aids‚ people
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CLASSIFICATION OF SERVICES. (FRAMWORKS FOR ANALYSIS OF SERVICES). Problem: narrow exposure of managers to the variety of service industries; managers perceive their service as unique; management personnel is usually inbred; as a result‚ marketing thought in the field of services is underdeveloped. E.g.‚ hoteliers often spend their whole life in the industry or even one company‚ most airline managers have grown up in the commercial aviation industry‚ bankers and hospital administrators usually
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Nature Of Services Service Bundle: Offering several services in a same package. Element | Core Goods | Core Services | Business | Custom clother | Business hotel | Core | Business suits | Room for the night | Periphal goods | Garment bag | Bathrobe/ amenities | Peripheral service | Deferred payment plans | In-house restaurant | Variant | Coffee lounge | Airport shuttle | CORE BUSINESS: is the sector(s) of business activity that is the reason or purpose for being. Service/product bundle
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5 CHAPTER TWO LITERATURE REVIEW 2.0 Introduction………………………………………………………………………6 2.1 Definition of concepts…………………………………………………………….6 2.2 Relationship between service delivery and performance…………………….......6 2.3 Effect of service delivery on performance……………………………………....7 2.4 Forms of services offered by banking institutions……………………………...7 2.5 Research limitations……………………………………………………...……..12 CHAPTER THREE METHODOLOGY 3.0 Introduction……………………………………………………………………...12
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