Service companies can differentiate their service delivery by ________.
A) using symbols and logos
B) instituting a hierarchical organizational structure
C) offering innovative product features
D) de-emphasizing branding
E) having more able and reliable customer-contact people

Question

Quizplus · Accepted Answer

Service companies can differentiate their service delivery by having more able and reliable customer-contact people. This can include hiring and training employees who are skilled in interpersonal communication and problem-solving, and ensuring that they have the necessary resources and support to provide high-quality service to customers. While branding and product innovation can also be important in differentiating a service company, the quality of customer interactions is often the most critical factor in shaping perceptions of service quality and building customer loyalty. Instituting a hierarchical organizational structure may not necessarily lead to differentiation, and de-emphasizing branding may actually make it harder for customers to distinguish a company's services from competitors.

Service Companies Can Differentiate Their Service Delivery by ________