Question

DQ4 – Service!

Read through the discussion on service characteristics, service gaps and service recovery/failure in Chapter 13, then answer the following questions:

Which of the four characteristics differentiating services from product do you think leads to the most service failures and why? Please be sure to briefly explain the characteristic that you select.

You’ve heard the saying “the customer is always right.” Do you think that’s true? Why or why not?

Provide a specific situation you (as a customer) have faced a service failure: What were your expectations going into the service situation… and how did the service provider fail to meet your expectations? Was the service failure a result of service heterogeneity/variability or was it a result of the employee not being empowered to properly assist you – please explain.

Answer 1

1. Lack of ownership. We can not own and store a service like we can a product.

Intangibility. We can not hold or touch service unlike products.

Inseparability. Services cannot be separated from the service providers.

Perishibility .

Heterogeneity.

Client base relationship.

Sometimes we forgot to differentiate these things from products. We should very much caring nature with our service else that will break. Customers are expecting the basic service from each company if after sales service is very bad and all are boreken then it will affect sales. Service is like a care and welcome for guest. If this will disappear then it will fail.

2.customer is always right . It is true. As per my observation we product any product for consumer so that this could be a very important part. So that company profit sales quantity is always varies on customer satisfaction. If customer deny to accept that product then it would lead loss to the company. Hence if we focus on sales for customer then we should think about customer in after sales. Hence customer is always right. They have full freedom to review the service. If it is lack or any problematic then they can complain against it. We wshould modify according to customer view points. This would lead a basic thing of service marketing.customer is the one who can lift your company in top of position and they can down also. So that we never judge customer comment we should care them as per their requirement.

3. For example,

I am customer of router company. I use router for my internet. Hence after I purchase the router it stops working after 6months of purchase. Hence I want brand new replacement as it is dead on arrival case. But company provides me used repaired router. Here service has failed to meet the expectation. As a customer I always expect a proper service result after the sales. Customer always purchase electronics goods on the basis of warranty but if it would lead a faulse commitment then it is very bad things for the company. As a dead on arrival of router company should give working brand new router. Repair router is also not working after twodays. It is not justified. Customer satisfaction is very important for further sales.

It is a casuality of Management. When they prepare a rules and regulations then that should follow by all other employees and that should be a part of all situations. Hence here it is vanished. This is organization culture problem how they would treat the customer. They should empower properly because untill and unless proper employees will came who will think about products before handover to customer.