Management and Organizational Studies 2320A/B Chapter Notes - Chapter 10: Service Recovery, Customer Service, Starbucks

• School: Western University
• Department: Management and Organizational Studies
• Course: Management and Organizational Studies 2320A/B
• Professor: Angela White

Document Summary

Customer service specifically refers to human or mechanical activities that firms undertake to help satisfy their customers" needs and wants: firms add value to their products. Service sector takes up more than 70% of canada"s economy. Four i"s intangible, inseparable from providers, inconsistent, and cannot be held in inventory. Intangible : difficult to convey the benefits of service, ex. Inseparable production and consumption : services are produced and consumed at the same time, rarely have the opportunity to try the service before they purchase it and it cannot be returned. Customers can use kiosks to locate merchandise in store and: customers can purchase travel items, concert and movie tickets, directly determine whether specific products, brands, and sizes are available via internet or cellphone. Inventory : services are perishable because they cannot be held in inventory or stored, to overcome this businesses sell less expensive tickets during off peak for use in the future periods to stimulate demand.