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Service concept Service concept profiling The SERVQUAL model - Essay Example

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CRITIQUE OF SERVICE CONCEPT, SERVICE CONCEPT PROFILING AND THE SERVQUAL MODEL IN BUSINESS Submitted to: A new business enterprise either implicitly or explicitly employs specific business theory, concept, technique or management ideas that explains the architecture or the design of delivery, value creation or identifies the employed mechanisms…
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Service concept Service concept profiling The SERVQUAL model
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"Service concept Service concept profiling The SERVQUAL model"

Download file to see previous pages Global economic developments have transformed traditional relationship between the customer’s clients and suppliers. Emergence of new technologies and communication as well as the establishment of open trading global regimes has resulted in wide customer choice, and creation of alternative supply that is more transparent. Business Enterprises should tailor their products to suit the needs of the customers due to the fact that technology has evolved leading to low cost dissemination of information and customer solutions (Lee, Lee and Yoo, 2000, p.218). These transformations have forced business enterprises to carry out evaluation of the value they present to their clients. The new business environment has also emphasized the need to capture the value for provision of services and new products and in the process ensuring that the need of the customers are adequately met. A well developed business model will ensure the growth of the business enterprise and the absence of a business model will result in the failure of the business, and failed innovation. This aspect is clearly evident in the internet market due to the fact that revenue creation is more perplexing due to customer expectations of free services (Lee, Lee and Yoo, 2000, p.228). Service concept is fundamental in business management. Service concept provides an opportunity for both the client and the supplier to identify their expectation as well as what not to expect from a product or a service. Services that are clearly defined provides the customer with a clear understanding of what the service offers with inclusion of what each service does not offer , for example, service limitations, eligibility, how to make a request for a service, cost and how to get assistance. An elaborate service defines internal procedures that are relevant in the provision and support of the service. So as to conceptualize a service, five key questions must be answered. These include questions on service description (the type of service and where it can be found), questions that deals with self service and help (how to use the service being provided or how to get assistance), questions that touch on pricing and service cost (what is the price of the service), and finally questions that deals with service support and service delivery. The concept of service ensures that there is an overall accountability in the process of ensuring delivery of services is in accordance to the management life cycle and agreed enterprise requirements. Service profiling concept in business provides data and articulates logic and other proves that illustrates how a business delivers and creates value for its clients. It also describes revenue, profit and costs architecture that is associated with the enterprise that delivers the stated value. Factors related to a good service concept design are interrelated and is fundamental to business strategists questions (how does business enterprise create a sustainable competitive merit and realize supernormal profits). In summary, service profiling concept in business entails creation and delivery of value and the process of converting value payments into profits. So as to realize innovational profits, business entrepreneurs need to ensure excellence in ...Download file to see next pagesRead More
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