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Week 14 Notes

by: Ian Adams

Week 14 Notes CONSCI 3910 - 0010

Ian Adams
GPA 3.606

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About this Document

These notes are from class the week our group project was due.
Consumer Service and Satisfaction
Jay Kandampully
Class Notes
25 ?




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This 1 page Class Notes was uploaded by Ian Adams on Sunday April 17, 2016. The Class Notes belongs to CONSCI 3910 - 0010 at Ohio State University taught by Jay Kandampully in Fall 2015. Since its upload, it has received 27 views. For similar materials see Consumer Service and Satisfaction in Behavioral Sciences at Ohio State University.

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Popular in Behavioral Sciences


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Date Created: 04/17/16
CONSCI 3910 Week 14 Notes Service Guarantee  In any business transaction one party takes more risk than the other party  In services, customers are forced to take a relatively higher risk because: o Services cannot be pre­tested o Services cannot be re­worked o Services cannot be returned  A service guarantee enhances an firm’s ability to: o Reinforce the service promise o Indicate the level of expected service o Receive immediate customer feedback o Identify fail­points in the service system o Offer immediate rewards to customers and employees o Undertake training/education programs o Continuously assess and improve o Adopt empowerment programs o Encourage employee involvement and ownership o Enhance internal service quality o Develop structures and systems to support service  A service guarantee will force an organization to do several things better than it did them  before  4 Parts to an Effective Service Guarantee o Easy to understand and communicate   Specific and clear, easily understood by both customers and employees o Unconditional  When excuses are given, customer feels cheated o Meaningful to the customer  They are more than just promotional tools. They promise something of  value if the service is not delivered properly o Easy to invoke  Unpleasant situations can easily be taken care of by employees


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