08-16-2017, 10:27 PM
DELIVERING AND PERFORMING SERVICE
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Employees Roles in Service Delivery
Illustrate the critical importance of service employees in creating customer satisfaction and service quality
Demonstrate the challenges inherent in boundary-spanning roles
Provide examples of strategies for creating customer-oriented service delivery
Show how the strategies can support a service culture where providing excellent service is a way of life
Service Employees
They are the service
They are the firm in the customer s eyes
They are marketers
Importance is evident in
The Services Marketing Mix (People)
The Service-Profit Chain
The Services Triangle
Service Culture
A culture where an appreciation for good service exists, and where giving good service to internal as well as ultimate, external customers, is considered a natural way of life and one of the most important norms by everyone in the organization.