COMMERCE 2MA3 Chapter Notes - Chapter 10: Customer Service, The Delivery (The Office), Competitive Service
10 Dec 2018
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Customer service specifically refers to human or mechanical activities firms undertake to help satisfy their customers" needs and wants. By providing good customer service, firms add value to their products. Intangible: can"t be touched, tasted, or seen, makes it more difficult for marketers to convey the benefit of a service, marketers try to add tangibility to the service by using tangibles that convey the quality. Ex: a comfortable setting and soothing colours at the waiting room in a spa. Inseparable: a service is produced and consumed at the same time. Service and consumption are inseparable: consumers cannot try a service before actually having it, the more control you give consumers during service consumption, the more satisfied they get. A client involved in the renovation process of their home. Inconsistent: because the quality of a service is attached to the service-provider, a service can be inconsistent, the more human involvement is the service production, the more inconsistent the service is.
