Question

What are the three most important elements of a service quality program? Give 2 examples for each when justifying your answer. Please answer in a paragraph or two.

Answer 1

The three elements of a service quality program are service strategy, service performance, and customer results

1. Service Strategy: With a service strategy, the service provider can choose the service parameters, design, and build the service value chain and plan the internal service stage. The more grounded every one of these components is – the better and more robust the service strategy will be. For eg: Service strategy of Amazon is to increase the tangible offerings like it sends the mails when a product is ordered then it communicates in every step of the product delivery. Also, the standard service delivery by the Mc'Donalds is successful because of their robust service and standard taste.

2. Service Performance: The service quality and ultimately the service performance can basically be improved from the empowerment, training and the rewards. For eg. The service performance of Toyota is because of their efficient training and empowerment of its employees. Also, Southwest Airlines is consistently performing better because of their motto which is "Happy employees=Happy Customers". They train and reward the employee for their better performance which ultimately leads to good performance.

3. Customer Results: The customer result can be measured with the continuous customer experience and perception. Thus, customer results can provide feedback to improve the value chain of the service. For eg. Zara, which is a customer follower company upgrades their design weekly on the basis of customer feedback leading to better customer results. Also, the innovation of Hilton Technology room, which is basically a laboratory for gathering customer feedback for new and emerging technologies, so that they could decide whether to adopt that technology in their hotel or not.