Why should service firms focus their efforts? Describe the basic focus options, and illustrate them with...

Why should service firms focus their efforts? Describe the basic focus options, and illustrate them with examples.

Expert Solution

The service firms should focus their efforts in providing world class customer service and make sure that the customer is delighted.

For example, let us look at the travels and tour industry in the hospitality sector. This is a service oriented industry where the customer pays top dollar for a world class holiday that they can make memories for a lifetime. The travel company should be focused on what the customer wants, which is the international destination they want to travel to. Assist the customer is getting the necessary permissions and the visa formalities. The travel company must then book flights and make five star accommodation and sightseeing as per the wish list of the customer. The tour company must exceed and go beyond the expectations of the customer so that they have ultimate customer delight. They should recall your business's brand each time they think of taking a vacation. Moreover, a positive and a happy experience will make the customer spread your business' name through word of mouth to other potential customers as well.

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