Question

In this discussion, identify 3 companies, from 3 different industries, where the service environment is a crucial part of the overall value proposition of the business (promotes the experience). Analyse the value that is being delivered by the service environment in detail and explain its impact on the customer.

Include a heading for each company then indentify the industry it is in, followed by your analysis. Use examples where it makes sense to do so.

Answer 1

The 3 companies that I have identified from 3 different industries are as follow:

(i) Transportation industry.

Uber is a company that provides its customers with cab facilities. In this, the service environment plays an important role. The customer will always get attracted to the service if the company is trying to create an impression in the mind of the customer that the service they are providing is the best.

Hospitality Industry:

(ii) Hyatt hotels promise to provide its customers with the best experience of hospitality. In this, the service environment plays an important role. The company provides its customers with a staff that works to ensure that their stay is the best and all their needs and wants are fulfilled. Health care industry.

(iii) Max hospitals promise to provide its customer with the best health care service. In this, the service environment plays an important role. The company provides its customer with the best medical service. The hospital has the best team of doctors that ensure that the customers are treated well and are satisfied with the hospital service.

Explanation:

Service Environment can be defined as the external and internal conditions in which the product or service of the company tries to ensure that the customers are provided with the best service. The surrounding of a place or store discourages or encourages the will of the customer to purchase the product. This model helps the company to create an impression of the service that the company is delivering on the minds of its customers.

The 3 companies that I have identified from 3 different industries are as follow:

(i) Transportation industry.

Uber is a company that provides its customers with cab facilities. In this, the service environment plays an important role. The customer will always get attracted to the service if the company is trying to create an impression in the mind of the customer that the service they are providing is the best. Uber adopted the strategy of providing its customers with 24 hours support of cab facilities so that they can travel easily. Moreover, it had a live tracking system so the customer may feel safe in the cab. These factors made customers trust the company and are included in its service environment.

The company Uber values the needs and wants of its customers. For the company, the main aim is that the customers should have a relaxed journey. The value that is delivered from its service environment is that the customers can book a car whenever they want, the time they desire. The company aims to provide its customers with 24-hour support with a live tracking system so that they feel safe on their journey. These all values add to an advantage to the company and results are positive that the customers become the loyal customers of the company. A trust is built up in the customers that the company is working for their benefit.

Hospitality Industry:

(ii) Hyatt hotels promise to provide its customers with the best experience of hospitality. In this, the service environment plays an important role. The company provides its customers with a staff that works to ensure that their stay is the best and all their needs and wants are fulfilled. Moreover, the company provides its customers with a proper clean and sanitized room to stay there to listen to their query 24 hours. All these services that the company provides to its customers help the company to ensure that the customers are satisfied by its service.

The value that the Hayat hotels deliver is that it provides its customers with proper stay and staff at their service. They work hard all day to ensure that the customers have the best vacation. All these elements helped the company to ensure that it has a positive impact on its customers and they are attracted to its service.

Health care industry.

(iii) Max hospitals promise to provide its customer with the best health care service. In this, the service environment plays an important role. The company provides its customer with the best medical service. The hospital has the best team of doctors that ensure that the customers are treated well and are satisfied with the hospital service.

The value that Max hospital promises to its customers is that it ensures that the customers are provided with the best service and are satisfied with the service and the customer care support that the company offers to provide them. All these elements helped the company to ensure that it has a positive impact on its customers and they are attracted to the service that they are providing.