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Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler
Edition 6ISBN: 978-0078112058Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler
Edition 6ISBN: 978-0078112058 Exercise 1
How can quality service be used in a manufacturing context for competitive advantage? Think of your answer to this question in the context of automobiles, computers, or some other manufactured product you have purchased.
Explanation
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Importance of service component in manufacturing:
The manufactured goods do not rely on services. However to build competitive advantage and create distinct image, manufacturing firms are adding the component of quality services to their offerings a packaged deal. The value added services generate revenue and are important to acquire and retain customers. The innovative and effective service management leads to growth of the company.
Service component for automobile manufactures:
Firm manufacturing automobiles may introduce pre-purchase consultancy services, insurance services, maintenance and repair services, driving instruction services and many such services which provide value to the customer. The customer finds it comfortable to receive associated services under one roof which increases his satisfaction level. The firm which provides these services has an advantage over others. The customer need not wander around to get things done. This saves the customer time, money and physical effort. This provides comfort and convenience.
Service component for laptop manufactures:
Repair and maintenance services for the laptop , consulting services, software installation services, training on its application aps, 24X7 customer care service and other such services increases the comfort and convenience of the customer and brings in competitive advantage to the firm. These supplementary services increase the benefits to the consumer and the firm is able to better satisfy the customer.
The manufactured goods do not rely on services. However to build competitive advantage and create distinct image, manufacturing firms are adding the component of quality services to their offerings a packaged deal. The value added services generate revenue and are important to acquire and retain customers. The innovative and effective service management leads to growth of the company.
Service component for automobile manufactures:
Firm manufacturing automobiles may introduce pre-purchase consultancy services, insurance services, maintenance and repair services, driving instruction services and many such services which provide value to the customer. The customer finds it comfortable to receive associated services under one roof which increases his satisfaction level. The firm which provides these services has an advantage over others. The customer need not wander around to get things done. This saves the customer time, money and physical effort. This provides comfort and convenience.
Service component for laptop manufactures:
Repair and maintenance services for the laptop , consulting services, software installation services, training on its application aps, 24X7 customer care service and other such services increases the comfort and convenience of the customer and brings in competitive advantage to the firm. These supplementary services increase the benefits to the consumer and the firm is able to better satisfy the customer.
Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler
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