Explain the impact of customer service on the performance of the business Customer service is key to business performance. It helps business’s retain or grow existing customers and win new customers. It builds a business’s reputation and trustworthiness. It also enables a business to be more efficient by improving processes and reducing the number of problems created for customers. With the ability to quickly adapt and handle customer concerns, customer service represents an area small businesses excel in, according to the University of Maryland 's Robert H. Smith School of Business.
Needham (1999) argued that the Maslow's hierarchy needs theory is too rigid because differs workers on different position have different needs and priorities, furthermore, they may have different motivators impact on their performance. Herzberg’s two factor theory Frederick Herzberg’s two factor theory (Herzberg 1987), assumes that workers are motivated by two sets of factors: motivation and hygiene. The motivation factors such as: achievement, participation, recognition, involvement, delegation and autonomy, if they are met will motivate employees too. In contrast to the factors of motivation, hygiene factors such as salary, working conditions, policies and administration are not met lead to dissatisfaction in workers (Saiyadain 2009). John (2007) argues that a large responsibility for the creation and handle motivation systems of employees rests on the shoulders of business leaders.
This change can involve improving product/service features, improving staff performance, and/or eliminating defects (Juran, 2000; Dale, 2003; and Hoyle, 2007). All members of staff should follow the customer focused quality philosophy though some could be trained in TQM so that they start satisfying the customer needs. Customer focus means directing organizational resources into satisfying customers and understanding that profitability or avoidance of loss comes from satisfying customers. The approach means that everyone in the organization needs to be customer focused, not simply the top management (Hoyle,
This is why it’s essential to keep customers satisfied and this can be done by studying their expectations and perceptions, assessing the organisations service quality and applying improvement measures where necessary. The SERVQUAL model The SERVQUAL model identifies reasons for any gaps between customer expectations and perceptions. The expectations and perceptions are accessed from 22 questions which serve as a SERVQUAL scale, furthermore five dimensions of service quality namely: reliability, assurance, tangibles, empathy and responsiveness, are used to analyse service quality. Perceived service quality results from comparisons from customer perceptions and expectations of service delivered by the service providers (Zeithamal et al., 1990). If a gap score is positive it indicates that expectations are exceeded.
Research Plan A Critical Analysis on the relationship between the operation Management and job satisfaction of employees – Case study of Fortress 1 Introduction and Research Purpose Competitive business markets in the world are in need of substantial strategies that will enhance the nature of business operations in these markets. These business operations are also dependent on the activities, tactics, and strategies that different firms employ in a bid to keep up with trends and patterns in the market. For this reason operations management has become a core concept for many firms in the world. Operational management (OM) is referred to optimization of management or operational processes to manipulate the administration process
It is true that when well executed, performance based related reward system will enhance the organization performance as emphasized by the authors provided the rewards system are link to the employees work performance. The important of business strategies as the fundamental to performance related rewards system is not discussed in this articles. Without a good business strategies in place, performance related reward system failed to contribute significantly to the performance of an organization. Rewards are one of the most important items in motivating employee to enhance their work performance subsequently boost organization performance. When rewards are given to a team or work group basis, it will help in promoting knowledge sharing among
So as to clarify the two main concepts of research, the service quality and the satisfaction of the customer, the author will discuss in details the definition of both quality and satisfaction in the following part. Starting with the definition of both customer satisfaction and service quality, I will be defining the term ?Customer Satisfaction? ; which is a commonly used term in business world to determine and estimate the types of services and products provided by a company to meet its customer's expectations. Customer satisfaction can be described as the key performance indicator (KPI) of any service company. Literature prove that the main key to lifelong business success is the customer satisfaction (Zeithami et al., 1996) which is a consequence of purchase and use resulting from the buyers' comparison of the revenue and expense of the purchase in rapport to the expected results (Churchill and Surprenant
it is define as a business strategy to attract, maintain and improve customer relations with the technology development and companies are paying to create beneficial relationship based on to optimize customer perception value(Berry 1983).Relationship marketing is a part of customer relationship management (CRM) its focus on long term customer engagement rather than short term and loyalty.Ndubisi (2004) more and more firms are capitalizing on strong firm customer relationship to gain invaluable information on how best serve to customer and keep them from defecting to competing brand. Relationship marketing is more important in business environment especially in financial services. Relationship marketing is a way the insurance companies and banks got competitive edge and enhance the customer loyalty. When the relationship with the customer is high quality and trust worthy the customer is more satisfied. Relationship marketing also helps to increase market share, profitability and reduce the cost (Reichelled 1993).By maintain relationships with the customer organizations get market information and then easily prepare the better planning for marketing strategy in the future .wang (1999) define relationship marketing as an effort to creat,maintain and enhance strong relationship with target customers and
Purpose: "Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty." "Customer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is twofold:" "Within organizations, the collection, analysis and dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the company 's goods and services." "Although sales or market share can indicate how well a firm is performing currently, satisfaction is perhaps the best indicator of how likely it is that the firm’s customers will make further purchases in the future. Much research has focused on the relationship between customer satisfaction and retention.
Introduction Those interactions – which collectively shape the way the customer experiences your company and perceives its brand – are broader than you may think and now matter more than ever. Of course, the customer experience encompasses the delivery of your company’s products and services. But it also involves what the customer observes in connection with anything associated with your company – including advertising, Web sites, sales presentations, and what other customers are saying about their own experiences. Loyalty programs – which promote specific customer behaviors by providing benefits (such as rewards) – can help enhance the customer experience. While companies often view such point-based programs as a fast way to enhance profitability by inducing customers to buy, they are finding that there is a much greater value provided by loyalty programs: the collection of information from program members.