Question

Prepare your notes for completing the first post.

Consider the services and products that you have used in the last few days or weeks.

Services might include movies you attended, a car service that you had done, a personal care experience such as a haircut or manicure, a lecture that you attended, a bar you visited, etcProducts might include health and beauty, clothing, sport equipment, etc.

Choose two of the services and two of the products on your list.

One should be an example of a service and of a product that you received that you were happy with and had a positive experience.The other should be an example of a service and of a product that you received that you were unhappy with and had negative experience.Note that you should now have narrowed your list down to four total purchasing experiences: one good product experience, one bad, one good service experience, and one bad.

For each of the selected services and product that you chose, analyze why it was a positive experience or why it was a negative experience.

Compare and contrast the positive product experience with the positive service experience.Compare and contrast the negative product experience with the negative service experience.What kinds of conclusions can you draw?

Step 2

Write your post.Based on your analysis above, write your first post.In addition to answering the questions in Step 1, explain the key characteristics of services in the market.Explain the process of quality problem identification for the bad experiences.

Answer 1

The product purchased was car seat cover & furniture, while service was interior designer service& Pathology Service. .

• In case of car seat cover product the positive things was the product display as well as assistance by the shop staff to reach to a final product decision . Along with this the price as well as quality check made me feel comfortable for my decision. The assurance of the brand along with tailoring it to the size of my car seat made it a good purchase decision. The only negative aspect of the purchase was lack of discount or a free gift (small coupon, figurin etc.) made it less happy moment .This was expected because some competitors of the product has offered during my product search.
• While furniture is a huge market of branded, unbranded ,customized ,ready products the ready as well as customized option of the sellers attracted me a lot. With respect to designs contemporary designs were mixed with modern touch features in the shop which was the best thing of the brand.
• Interior designing service was half hearted approach of the designer .In the first meeting he was silent ,was not prepared, unenthusiastic. He was just taking suggestions and not providing inputs .partially fine with this but, the aura of being a professional with knowledge was missing. This made me rethink about getting the service done from him.
• Pathology service was a chain of brand. The first interaction on helpline was very professional. The executive was thoroughly trained, one phone call and service was ensured .I even felt that all will go well. I started trusting the brand ,by a single call. But ,the price of service was double than the local market price which made it impossible to avail the service.

Conclusion:

In case of product comparison of price ,quality was possible from market search .This led to my expectations also.

But when the seller could not comply with a small gift expectation of mine (unrevealed to seller),that turned up as a negative factor.Therefore,

Other competitors offerings should also be taken in account & current market offerings (which lead to customer expectation) should be mapped by the seller.

While in service comparison is impossible without purchase ,service provider can only assure customer of satisfactory service by proof of satisfied costumers or past work that he has done.

key characteristics of services

Intangibility

Inseparability

Invariability

Perishability

Variability

All the characteristics of services makes it difficult for the customer to compare ,assess and evaluate the service before purchase.

In order to identify process of quality problem identification in services in the above case inseparability of service from the service generators and disseminator needs to be tackled. I would suggest that the service providers should be a pleasant personality exhibiting knowledge about the service ,customer requirements ,compassionate and jovial person for interaction.

In case of pathology service the experience was positive because the executive on call was very well versed with things and very well trained .While interior designing wherein it was one- to one interaction the executive was a lame man. This made the difference