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Showing posts with the label service metrics

Creating Localized Customer Service through Digital Technologies

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Digital technologies are an important development in service management.   The paper by Setia et. al (2013) discusses how digital technologies can create higher customer-oriented businesses in localized markets. They focus on two customer service capabilities such as customer orientation capability and customer response capability. To gather their results they used 170 branches of a large Indian bank. Because the modern market requires a more rapid pace of innovation, shorter product cycles, adjusting customer needs and international commerce there is a need for companies to differentiate themselves based upon better customer service.   Through strong customer oriented strategies and responses they are better able to align their operations to local customer needs. The goal is to create stronger business outcomes that raise customer retention, lower operational costs, and increase market impact. To do this well requires collecting the right information and using that info

Measuring Service Quality Beyond Metrics

Service management within the hotel industry is vitally important for raising perceived customer value. The more value an organization develops the more likely customers will experience a positive impression of the business. This impression has dollar and cents value. Despite this knowledge many hotels have a difficult time implementing new customer service programs that further their strategic interests. Part of the problem may lay in the culture of the organization, improper metrics, and a misaligned perception of total service quality.  Let us assume for a minute that a new program to reduce checkout speed failed after implementation. The decision-makers trained the front desk representatives and measured the amount of customers they have attended to within the metric time-frames. Even though the speed increased the level of service declined as employees attempted to meet the service metric and ignored fundamental service expectations.  Even though management has pushed