Analysis of all constitutes of successful service delivery Essay

Analysis of all constitutes of successful service delivery - Essay Example Thus, prior to direct interaction with the service, consumers form own expectations about experiences related to the service consumption. In such way, customers establish own standards against which in the future the quality of the service received will be compared in accordance with the disconfirmation model. In case if the expectations about the service consumption were greater then the actual quality of product received, the outcome is negative disconfirmation or, in the other words, dissatisfaction with the service received. Whereas, if the expectations were smaller then the quality of the services received, the outcome is positive disconfirmation or product satisfaction. (Lovelock, C., & Wirtz, J. 2004). The higher customer satisfaction is, the greater is the possibility of customer loyalty in the post consumption stage. Thus, customer satisfaction and loyalty are directly related. The concept of customer loyalty is of vital importance as repurchase of services gives significant advantages to the service producer: a continuous stream of profit, reduction of marketing costs, growth of per-customer revenue, decrease in operating costs, increase in referral, increase in price premium (Youjae, Y., Suna, L. 2004). In relation to the customer loyalty, the service recovery concept should be emphasized, as customer loyalty is often seen as a consequence of successful service recovery. ... Thus, service recovery significantly influences customer's attitudes alongside with behavioral intentions and results in a possibility of customer loyalty when successfully executed (Lovelock, C., Patterson, P.G., & Walker, R.H. 2001). Customer Expectations of Services: Formation As previously stated, customer expectations are formed during the first two stages of customer purchase decision and are closely related to knowledge about a service a customer already has. The expectations formation process is not only influenced by marketer's communications, but also is shaped by word of mouth communication, past experience, and personal need. While marketer's communication is a relatively simple concept, word of mouth communication and past experience should be further categorized. Scholars distinguish two sources of customer knowledge about a service: external research and internal research. While internal search is directly linked to previous experiences and influences both the level of desired and expected services, external search category unites implicit and explicit promises (marketer's communication) and word of mouth secondary information received from second sources. Consequently, the two major types of knowledge are distinguished: experience and familiar ity, knowledge received through direct involvement and second hand knowledge, respectively (Palmer, A. 2001). Customer service expectations can be categorized into 5 overall dimensions: reliability, tangibles, responsiveness, assurance, and empathy. The formation process is affected by numerous factors; in general, price is considered to be the dominant one. In the article "Understanding Customer Expectations of Service" by Parasuraman, A., Berry, Leonard L., Zeithaml, Valarie (1991), authors

Ban driving of gasoline powered vehicles In U.S Essay

Ban driving of gasoline powered vehicles In U.S - Essay Example â€Å"To truly transform our economy, protect our security, and save our planet from the ravages of climate change, we need to ultimately make clean, renewable energy the profitable kind of energy†, says President Obama. For the last forty years, the Presidents of the United States have many times called for a reduction in the dependence of the country to fossil fuels. The consumption patterns of fossil fuels have utterly failed to honor the fact that the fossil fuels happen to be a finite and non-renewable resource (Borowitz, 1999). Stronger efficiency standards and high tax rates on motor fuels are some of the ways in which, the government has embarked upon to reduce this dependency. Though resorting to high efficiency technologies may make the cars go a few extra miles per gallon, eventually there will come time when the oil wells will go dry and the contemporary civilization’s dependence on non-renewable energy resources will jeopardize its survival. The need for a burgeoning investment on the research and development of the alternative ways of powering the means of transportation is to a great extent being withheld by the fact that nothing much is being done to wean off people from the gasoline driven cars. It is said that the necessity is the mother of invention. Research for alternative fuels will receive a shot in the arm; the day concrete measures are taken to discourage people from driving gasoline powered cars.