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Service Quality Management Case Study

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1. Service guarantee can be regarded as a hint of service quality and price and so on. Customers can use it to evaluate service quality and reduce risk assessments. The service guarantee will affect the attitude and trust of customers and thus increase the customer's purchase intention
2. Companies can achieve effective service failure and recovery management using service guarantee
3. Service guarantee has a positive effect on quality control, staff management and enhancing the performance
• Service guarantees provide the following powerful platforms for promoting and accomplish service quality: -
1. By delivering service guarantees, firms are forced to focus on customers’ want and expectation in every aspect of the service
2. Guarantees …show more content…

A grocery retailer can show ingredients that are required to cook sushi or udoon noodles. The moment the customer decides it is Japanese night and all she has to do is press a few buttons on her mobile and fresh ingredients are delivered to her doorstep within hours. The kind of personalised equation that such happenings can initiate will hardly ever be replicated by anything a Walmart present across the country can offer and therein lies the untapped potential and opportunity that only hyperlocal e-Commerce …show more content…

Seventy-two percent of respondents replied that they do not buy groceries online because they are content with their usual shopping opportunities and do not see the added value of online grocery shopping. In addition, some people have no idea what to buy until they are on their way home from work or even in the supermarket, so online food purchases are not always the easiest option. For some, physical contact is important. While only some of the respondents blamed availability for not shopping online, it could also be underlying

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