My Experiences with Moss Bros Company and Qantas - Case Study Example

Marketing Name The Name of the Class (Course) Professor (Tutor) The Name of the School (University) The City and State where it is located The Date Executive summary This paper will examine my personal encounters with different products and services. This encounter with different services providers will be highlighted in regards to the frameworks and models, which I have come across during my studies. The encounters of the different service providers will be evaluated based on the expectations of service delivery and the actual delivery, using the different theories, models and frameworks that underlie their different functions. This essay will evaluate my experiences with Moss Bros Company, my personal experiences with this company will be examined based on the Disconfirmation of expectation paradigm. This paradigm states that customer’s expectation coupled with the product and services performance leads to the post purchase satisfaction of the customer. My post purchase experiences will be examined based on this basis. My personal experience with Qantas will be examined based on the quality and services of the employees’ jobs performances regarding their ability to follow instructions. My encounters with Quanta’s will be examined using the zone of indifference concepts, which analyses the ability of employees to follow instructions without raising objections. Smile solutions will be examined based on the concept of Servqual. My personal encounters with this medical institution will be examined on the basis of my overall personal experience, in the Smile solutions operating environment, and the quality of their services. Ticketmaster is a company that sales tickets on behalf of its clients, encounters with this company will be examined based on its online websites sales model. The websites satisfaction and dissatisfaction will be examined on the premise of E-S-QUAL efficiency and fulfilment mechanisms. Arriva Company is a transport company that offers public transport services to people in 12 countries across Europe. In my personal encounters I experienced the unique branding of its services and colouring of the busses to serve customer needs, this personal experiences are examined on the Conceptual model of service quality. This model seeks to identify problems in service delivery, and facilitate the coming up of programs to improve the services. Five encounters: Moss bros service encounter Introduction Moss Bros is one of the leading United Kingdom top menswear stores. This store specialises in clothing wear for official events. With products such as Hugo Boss in its product line, the company is leading and has an unparalleled reputation in the industry. With over a 163 years of business operations, the company has distinct heritage of business operations that fashion conscious people with strive to have a taste of the sense of style and quality. With notable tradition is the foundation of Moss Bros, a vibrant and progressive organisation, which extends such globally well-known labels as Canali, Beale & Inman and Hugo Boss. In the United Kingdom, generations of fashion and style mindful clients will recognise and trust the trademarks Moss Bros, Moss and Moss Bros Hire, Savoy Taylors Guild and Cecil Gee. With the sales of many of its units; Moss Bros is now synonymous Moss and Savoy tailor guide. Analysis With a rich heritage and unmatched reputation the aspects of the company’s product quality, style, value, reputation, customer service and fine clothing is important in the satisfaction of customers. The company is heavily reliant of customers’ unmatched experience to drive its businesses. With world renowned products on its product line, the image of the company is unparalleled in the fashion industry. With only focusing on the high end menswear, the company has a target market. The success of the business is highly dependent on building on its customer’s satisfaction by meeting the high expectations that customers have set. The distinct heritage and rich history of Moss Bros the product quality, style, value, reputation, customer service and fine clothing are synonymous with the success of the business. Expectation My personal expectations of the Moss Bros services are high this is because of its unmatched rich history and heritage. With world renown product line under its label, the customers and personal expectations of Moss Bros products is that it should have unmatched product quality, style, value, reputation, customer service and fine clothing with significant customer services offerings that give customers valuable products and service experience. The high end target market and focus on formal menswear set the customers’ expectations on services and product service experiences apart from the industry. The significant high products, services, value, brand, rich history and heritage drives the expectation of customers to unmatched levels. Disconfirmation of expectation paradigm This paradigm states that a customer’s expectation coupled with the product and services performance leads to the post purchase satisfaction of the customer. The effect of this is either the satisfaction of customer or the dissatisfaction of customer(Oliver, 2010). The level of customer service encounter with Moss Bros is high they treat the customer with high regard and offer customers with unmatched customers’ experiences. My personal desired expectations of experiences in their retail stores was high, and Moss bros matched my expectations(Oliver, 2010). My anticipated behaviour of the customers’ service experience of the Moss bros formal menswear met the product quality, style, value, reputation, customer service, and fine clothing of the company. The product performance of the Moss bros products are high and met the perceived high standards and expectations of customers. Qantas Service encounter Introduction Qantas is Australia’s flagship national carrier. The company is Australia’s largest airline, nicknamed “the flying kangaroo”, and it is the oldest continuously run an airline in the world, and it is the second oldest airline globally. The company controls about 65% of the Australian airspace market, carrying about 18.75 of all passengers who travel in and out of Australia. The company made its first international flight in May 1935. The Qantas group now operates 27 international destinations across Africa, Europe and the Americas, and 65 domestic destination. The company has a rich history of operations having decades of experience in customer services and inflight quality services operations. Analysis Quanta’s is Australia’s leading premium company that is dedicated to being the best in its field, with an aim of meeting the company’s and customers’ expectations, and hence, the company is continually investing to offer exceptional customers performance and experience. The company has a customer’s service plan that entails tailoring the services of the airline to suit the diverse needs of the customers. The service plans enables customers to know what exactly to expect from the airline and its services(Rod, 2009). The various services that the company contain on its itinerary includes the lowest fare service plan, in which customers can choose to travel with the lowest fares available in the industry. Keeping customers informed, in the airline industry they are aspects that are beyond the control on the airline, which causes cancellation of flights. The airline keeps customers’ informed of the development as and when it becomes available, and it also offers alternatives to customers. The company contains delivery of baggage services, ticket refunds, and welcoming passages who have needs. The company has developed a quick complaints response service that is tailored to address in matters arising from the clients(Rod, 2009). The zone of indifference The zone of indifference is the range within which employees of the company accepts instructions from their supervisors or authority figures without consciously questioning the authority(Teng, 2010). It is up to the management to provide sufficient inducement schemes to enable employees to obey orders of their supervisors or managers without questioning them. To facilitate this, Quanta’s has set up a centre of service excellence that enables employees to undergo training of how they will deliver quality services to customers and additional training. This training enables employees to understand that the objectives of the organisation are in line with their personal objectives(Teng, 2010). The service training centre fosters collaboration between the staff members, and the different groups. It equips the Quanta’s employees with the necessary knowledge and expertise to deliver exceptional service. It creates a conducive environment for the smooth functioning of both the employees’ and managers of the organisation. It fosters good and productive relationship between managers and employees through proper communication mechanisms. Smile solution encounter Introduction Smile solutions are the leading dental practice centre in Melbourne, Australia. Smile solutions offers specialists care fields such as orthodontics, invisalign, dental implants, oral operation, among other services. Since the company’s formation in1993, the company has grown from just eight patients to over 60,000 patients. In all those customers and years of operation, the high level of patients’ service delivery has remained the cornerstone of Smile solutions. Analysis The customer experiences in smile solution is extravagant the company has established an ambience structure to facilitate high quality customers’ experience. The smile solutions ambience elements offers patients with calm and serene environment, with music playing in the background(Rod, 2009). In order to reduce the smells of dentistry equipment’s the centre is laced with fragrances to neutralise the bad smells. Smile solutions have established world class architecture, which offers a valuable experience the world class architecture sits side to side with the attest and most advanced technology in the field of dentistry. The ambience offered at the Smile solution centre offers a general mood of happiness in the staff members and clients. The Smile solutions has structured itself not only to serve the needs of the individual patients, but also the whole family. The philosophy of Smile solutions takes the company to the basics of human care, by offering high quality services, proper communication, and attempting to see the needs and expectations of patients through the patients’ eyes, not the doctors. Servqual Servqual measures the gap between the expectations of customers and their experiences. The primary assumption of this is that customers can compare the company’s service quality and their own perception of the experiences they receive. Smile solution has recognised that customers usually compare the services they get and the services they expected to receive(Naik, 2010). This concept is designed to fill the gaps between the perceived experiences and the actual expectation of clients, for example, smile solution might think that patients want are interested in their overall medical care experience, but they are just interested in the responsiveness of dentists and nurses. Personally I view the overall experience at the Smile solutions centre as mind blowing, other than the ambience of the Smile solution being of high quality(Naik, 2010). The nature of doctors’ level of competence, reliability, communication, access, credibility and courtesy is high. The overall patients’ experiences at the Smile Solutions centre meet the expected expectations. The perceived experiences and the experience of the Smiles solutions are the same. Ticketmaster encounter Introduction Ticketmaster is a ticket sales and distribution company based in United States with operations in various countries around the globe. Ticketmaster obtains the fees from the service fees of conducting its operations and other processing charges that might accrue from the nature of their business. The company in 2008 acquired Ticketnow.com and the Company also in 2010 acquired UK’s ticket exchange website, these websites contain over 500,000 tickets listed at any time. Keeping in line with its business strategy since its inception, Ticketmaster frequently obtains agreements with its customers to become the sole ticket provider at venues. The company has only limited access in the secondary online market, but with its recent acquisitions the company has made its move to increase its market share on its online ticketing services. The market share of Ticketmaster on online ticket sales is extremely low when compared to other like E-bay, and Stubhub. Analysis With many complaints about the high prices that Ticketmaster charges on the venues, which led to the department of justice to open up anti-trust investigations about the company’s affairs. With the backlash from the mainstream market, the company’s next big market is the secondary online market. This market will reduce the costs of ticket prices exponentially and also open up more markets for the company(Naik, 2010). The Ticketmaster’s limited market space in the online markets only opens the company for more access to the market. The recent acquisitions of online stores depict the company’s commitment of improving its online presence and getting access to a wider market share. The company is also trying to introduce the person to person ticket sales on its websites in order to drive up business. The service quality of its websites is based on a continual improvement in order to meet the expectations of online users. E-S-QUAL efficiency This is the multiple-item scale for determining the service quality in the online websites on which customers purchase online. There are two scales that are available to E-S-QUAL for measuring the service quality of the online portals. The first stage of measuring the service quality includes the following; fulfilment, efficiency, privacy and system availability(Kats, 2013). The second stage includes the following; contact, responsive, and compensation. Ticketmaster is taking advantage of improved technology to increase the quality of its websites. The quality of service is an important item in the success of the Ticketmaster’s websites, with low online market than its competitors Ticketmaster must strive to improve the quality and efficiency of its services in the online market, through the continual improvement and redesign of the online stores and improvement of its online services. By improving the online efficiency, the website will always strive to become easy to use, and requires little information(Naik, 2010). The efficiency of Ticketmaster’s websites is very outstanding, it only requires a customer to type in the venue, artists of any other information that is necessary to get the details of the ticketing and other information. E-S-QUAL Fulfilment This is the extent at which the Ticketmaster’s promises about the product and services availability and delivery are fulfilled(Naik, 2010). This availability of products in the website in an essential tool for trade in the online portals and stores, but ensuring the delivery of services and products to clients is an essential tool to ensure that the clients is satisfied with the online services. This is a true measure of Ticketmaster’s fulfilment of its online objectives. My personal experience about the delivery of services of the Ticketmaster’s websites is dissatisfying they did not deliver the tickets as outlined in their websites. Satisfier and dissatisfiers These are website factors that contribute the satisfaction and dissatisfaction of the users of the websites. In this regard, there exists two factors that determine the success of the websites web design and evaluations(Naik, 2010). In the web design there exists the hygiene and motivational factors that make the websites meet the expectation of customers. The websites hygiene is those factors that make the websites functional and serviceable, without these factors the website would not be fully functional and meet the users’ expectations. The motivational factors are those that add value to the website. The Ticketmaster’s websites design is truly functional, and there exists various motivational factors that will increase the values for user access(Naik, 2010). Ticketmaster’s have a superb website design and motivational factors. The evaluation of the websites increases the users familiarity with the websites, the Ticketmaster’s website is easy to understand and use. Arriva service encounter Introduction Arriva services are a multi-national public transport Services Company based in Sunderland, United Kingdom and a fully held subsidiary of Deutsche Bahn. The company services contain a bus, coach, train, tram and waterbus processes in twelve nations across Europe, employing over 47,500 people and servicing over 1.5 billion passenger trips annually. Analysis Arriva services focus fully on transporting customers from their pick up points to their destinations. The busses services depend on ensuring that the customers transport experience is of high quality and meet their expectations. On it busses and railway transport the company focuses on providing customers with uniform corporate livery. This corporate livery come with various colours and features designed to bring quality of services, appeal, and enjoyment to customers during their journeys. The company uses different branding schemes to serve various routes this are measures meant to serve the objectives of the company and improve customers experiences. The customers’ time is precious to the company; hence the company seeks to deliver people on time. Conceptual model of service quality High quality services are important factors in ensuring that the Arriva remains competitive. The challenge facing the transport industry is the continual providing of high quality services to meet the high customer needs and satisfaction. It is particularly necessary that the services of Arriva meets, or exceed the expectations of customers in regard to the quality of the transport services(Kavitha, 2012). The conceptual model of service quality enables the management of Arriva to identify quality problems and seek to improve the quality of services by introducing new programs. Through the initiative of Arriva to introduce new colours in United Kingdom, the company has forged ahead in making it easier for customers to be able to identify with their routes. The different colouring of the Arriva's busses is in line with the objectives of the company in ensuring that people are central to the operations of the business. Through my personal experiences, the colouring of the buses made it easier for me to identify the busses that ply my route, making it easier for me to move around. Conclusion All organisations should strive to meet, or exceed customer expectations. This are the underline parameters that determine whether the customer is satisfied or is dissatisfied. This paper sought to determine my various personal encounter with various services providers and analysed my experiences based on the various theories, concepts and frameworks of marketing to determine the companies approach in ensuring high quality service delivery. The company in this paper includes; Qantas’s, Smile solutions, Arriva, Moss Bros and Ticketmaster. These companies were examined using various models and concepts of marketing to determine their approach to customer satisfactions and high quality service delivery. Irrespective of the approach used by the companies, it was established that the delivery of high quality services to customers is central in the satisfaction of the customers’ needs. References Kats, Y., 2013. Learning Management Systems and Instructional Design: Best Practices in Online Education. Hershey, Pennsylvania,US: Idea Group Inc (IGI). Kavitha, R., 2012. CONCEPTUAL MODEL OF SERVICE QUALITY.. nternational Journal of Applied Services Marketing Perspectives, 1(1), pp. 49-55. Naik, C. K. G. S. B. &. P. G. V., 2010. Service quality (SERVQUAL) and its effect on customer satisfaction in retailing.. European Journal of Social Sciences, 16(2), pp. 231-243. Oliver, R. L., 2010. Satisfaction: A Behavioral Perspective on the Consumer. illustrated ed. New York: M.E. Sharpe. Rod, M. A. N. J. S. J. &. C. J., 2009. An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study.. Marketing Intelligence & Planning, 27(1), pp. 103-126. Teng, S. L. L. H. &. C. E. P., 2010. Integration of indifference-zone with multi-objective computing budget allocation. European Journal of Operational Research, 203(2), pp. 419-429. Read More