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Showing posts with the label customer service management

Improving Upon Customer Control Initiatives

Service can be an elusive concept that is not only difficult for customers to define but also for the companies that offer such service. The authors Sichtmann, et. al. (2011) have developed a facilities –transformation–usage framework of service provision by drawing from control theory. It is important for decision makers to understand and focus on the overall process of service exportation in order to increase sales and customer satisfaction rates.  Cultural considerations play a part in the overall service delivery processes. As the nation increases in exportation of services it is important to understand how culture can impact the perception of service delivery. The exportation of services includes the total concept of service exportation under different times, places, conditions and cultures.  As service design will require a higher level of customer integration the options may create a little more difficulty in control when compared to simpler designs. However, this d