Please forward this error screen to sharedip-1601531610. Ensuring that customers get what they want is called a service quality. Managing service delivery is the single most effective mean for differentiating among companies. Increasing customer involvement into process of service delivery will become number one objective for service managers it the companies that wants to stay competitive on the an essay on customer service when new technologies are developing very quickly.
Read what our customers say. Managing service delivery is the single most effective mean for differentiation among companies. Technologies and travel industry development bring people and products even closer. Service operations managers should make increasing customer participation in quality service delivery a major goal if they want to stay competitive on the market.
The impact of customer participation in service delivery on perception of the quality of the product is not absolutely researched yet. There is a tendency that increased level of customer participation in the services that are familiar for customer, will lead to higher perceived quality of service delivered. The customer participation is service process is quickly increasing due to this reason. Service operations managers need to decide to which extend the customer is involved into delivery process. The mixture of these two extremes is still present in businesses today, even though the increasing self-service delivery will change the situation.
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Customer’s involvement is usually mandatory, obligatory for the delivery processes. However, the service operations manager needs to know very well the specifics of service product: the level of necessary customer involvement will vary depending on this. There are cases when customers provide only minimal assistance throughout the process: they stay passively preoccupied. Nevertheless, in most cases customers substitute employee service with the self-service: they play active roles. Increasing customer involvement has a lot of benefits as practice has shown. The expenses for hiring new employees for service delivery are absent. The company gets pure income.
This is another reason why service operations manager should try to increase customer participation as much as possible. The difference in the proportion of workload which is outsourced tot eh customer or end user influences the company’s service delivery process and infrastructure as well as costs’ reduction. Productivity and customer efficiency also has influence on service quality and expected demand. When a customer participates in the process, the perceived value of the service is increased many times, because customer himself has done something by himself. As a result, customers increasing participation in the service processes will bring changes on the market with high competition level. Who will be the leader: new approaches to delivery or traditional ones?