The growth of the service sector in recent decades has been referred to as “a wonder of human history” and commensurate to both the agricultural and industrial revolutions alike (Spohrer and Maglio 2008, p19). It cannot be denied that technological advancements have played a vital role in this dramatic evolution. Technology has not only transformed the nature of services but also the means in which firms connect with their customers (Zeuthaml and Bitner 2000). It has enabled the development of new services, created new means of delivering services and has facilitated customers and firms to receive and administer improved, more accessible, efficient and customized services (Wang et. al 2013). Developments in communication technologies and most notably the internet have removed the traditional boundaries of geographical location and time and even created a whole new previously unimagined virtual marketplace; “the marketspace” (Bhakkad and Patil 2014). Although these vast technological advances have undoubtedly had a positive impact on the service industry, one must not be oblivious to the negative, downsides that also exist. This paper will elaborate further on the positive impacts looking at some emerging trends and also look at some of the negative impacts and how firms must be aware that technology is not an automatic recipe for success. The paper concludes with a quote from American writer Irene Peter “just because everything is different doesn't mean anything has changed” looking past these technological advancements and the transformation of the service sector, one thing remains unchanged; customers still want their needs and expectations to be satisfied from their service encounters in whatever form they come (Bitner 2001).
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Wang, C.C., Chen, M.C., Hsien, T.C. 2013. An Investigation of the correlation among the technology mode, service evidence and service quality from a customer perspective. Open Journal of Business Management,1, pp. 45–53
Irene Peter – quote
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High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
Robbins S, DeCenzo D, Coulter M, Woods M 2012, Management: The Essentials, 1st Edition, Pearson Australia, Frenchs Forest.
Satisfying and pleasing customers have become something of a corporate obsession. Customer is served in the best, effective and most efficient manner and this practice has become critical.
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
Robbins, S. P., & Coulter. M. (2014). Management (12th ed.). Retrieved from: Colorado Technical University eBook Collection database.
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Robbins, S. P., Decenzo, D. A., & Coulter. M. (2013). Fundamentals of Management (8th ed.). Upper Saddle River, NJ: Pearson.
Also the objection to meet high customer service has depleted a company’s capability to separate itself from its competitors. These factors help find new and different ways in creating a competitive advantage for a company.
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It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
The standard 21 year old adults have exchanged 250 thousand emails, spent 5 thousand hours video gaming and 10 thousand hours using their mobile devices (Lei, 2009). When people hear the word technology, they think of microwaves, televisions, cars, NASA, different types and transportation and more. For all that, technology has occurred long ahead these discoveries. Technology is an arguable matter amongst people. .In the old days, people lived an extremely simple life without technology. They used candles to light their houses and lanterns at the dark to travel, they used fire to cook and used newspapers and mail to share news. On the other hand, technology has seized an important place in our society. People are living in a stage of progressive technology. They are using all natural reserves applicable for making their lives better and easier. The society cannot picture life without electricity since it allows them to live through their everyday life. This paper argues that technology positively impacts people’s lives.
Richard, J. E., Thirkell, P. C., & Huff, S. L. (2007). An Examination of Customer Relationship Management (CRM) Technology Adoption and its Impact on Business-to-Business Customer Relationships. Total Quality Management & Business Excellence, 18(8), 927-945. doi:10.1080/14783360701350961