Service

 

Service( Use Walmart)

 

There is a marketing concept called "script." You plan to engage a service (for money) and immediately your brain works out a plan on how the purchase is going to go down (creating expectations). When that "script" is not fulfilled, we feel disappointment and cognitive dissonance (difference in value between your money and the service you received) (Hoffman et al., 2006).Businesses go through several stages developing their Service Oriented Marketing:

1. Available for Service:company realizes good service is important but the effort is considered merely a necessary evil and is poorly funded.
2. Journeyman:competition arrives and the need for augmented service is realized, however, they are still working from a set of "procedures" that does not allow creativity.
3. Distinctive Competence: start listening to customers and empowering employees to use their discretion in settling customer service problems.
4. World Class Service:constant innovation in services and have learned to develop relationships with their customers.

Think of a business that disappointed you with its service, and respond to the following items:

• Discuss why their service disappointed you.
• Discuss what you expected their service to be like.
• Determine and identify the stage the business would be on the scale above. Justify your reasoning.

AccountingQueen

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Status NEW Posted 11 Aug 2017 01:08 PM My Price 8.00

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