Академический Документы
Профессиональный Документы
Культура Документы
SERVICE FAILURE,
COMPLAINT
HANDLING AND
SERVICE RECOVERY
DISCONFIRMATION MODEL
EXPECTED PERCEIVED
PERFORMANCE PERFORMANCE
COMPARISION
STAY SWITCH
WHY DO PEOPLE COMPLAIN?
• Social Benefits
• Compensation
• Social Obligation
• Trouble Causers/ Complaining personalities
Graph
EFFECTS OF FAILURE: IMP
Customer Markets
Organization
Internal Markets
CUSTOMER RETENTION THROUGH
RM: LEAKING BUCKET THEORY
SERVICE FIRM A SERVICE FIRM B
10% New Customers every 10% New Customers every
year year
5% loss of customers 10% loss of customers
95% Retention Rate 90% Retention Rate
AFTER 14 YEARS
SERVICE FIRM A SERVICE FIRM B HAS
DOUBLES ITS THE SAME
CUSTOMER BASE CUSTOMER BASE
A FIRM THAT HAS HALF THE CUSTOMER LEAKAGE THAN ITS
RIVAL WILL HAVE DOUBLE THE MARKET BASE IN 14 YEARS.
CHAPTER 13:
IMPACT OF
TECHNOLOGY ON
SERVICES
DIFFERENT TECHNOLOGIES
• Power and Energy technology
• Physical design technology
• Materials technology
• Methods technology
• Biotechnology
• IT
APPLYING TECHNOLOGY TO
SERVICES/ USES OF TECHNOLOGY
• People Processing
• Possession Processing
• Mental Stimulus Processing
• Information Processing
CHAPTER 14:
INTERNATIONALIZATION
OF
SERVICES
FACTORS INFLUENCING
GLOBALIZATION
• Change in social factors
• Changes in technology
• Changes in political and legal conditions
• Changes in the market
• Competitive advantage
OVERSEAS MARKET ENTRY
STRATEGIES
• Exports
• Turnkey projects
• Licensing
• Franchising
• Joint ventures
• Strategic alliance
• Wholly owned subsidiaries
• Merger and acquisitions
• Piggyback
CHALLENGES IN THE GLOBAL MARKET
Legal barriers
• Discriminating laws
• Subsidies
• Restriction on entry
• Copyrights and trademarks
Cultural Barriers
• Language
• Customs
• Values and attitudes
• Lifestyle
Financial Barriers
• Changes in currency exchange rates
• Problems with logistics