Management and Organizational Studies 2320A/B Chapter Notes - Chapter 10: Radio-Frequency Identification, Genius Bar, Competitive Service

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

Document Summary

On track to become the world"s largest junk removal company. By providing good customer service, firms add value to their products and services. Most offerings lie somewhere in the middle. High value placed on convenience and leisure. Images are used to convey benefit of value. Little opportunity to test a service before use. Retailers save on labour and training costs. Expectations are based on knowledge and experience. Expectations vary according to type of service. Reliability: the ability to perform the service dependably and accurately. Responsiveness: the willingness to help customers and provide prompt service. Assurance: the knowledge of and courtesy by employees and their ability to convey trust and confidence. Empathy: the caring, individualized attention provided to customers. Tangibles: the appearance of physical facilities, equipment, personnel, and communication materials. 90% percent of apple customers report they are very satisfied with its customer service. The standards gap: setting service standards setting standards for quality.