Week 14 Notes
Week 14 Notes CONSCI 3910 - 0010
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CONSCI 3910 - 0010
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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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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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