Process Completeness: Strategies for Aligning Service Systems with Customers Service Needs Harvard Case Solution & Analysis

Increasingly, customers expect more and better service. Therefore, enterprises should guidelines and frameworks to address these growing needs. The concept of process completeness helps us to address service from the customer's perspective, perhaps the only prospect to take. The process of fullness is achieved when services company system meets latitude typical customer expectations. While customers think sets of services (for example, I need a flight, hotel, airport parking, wireless Internet), companies think in terms of one service (for example, we can provide the flight). There are four main service system: (1) The transaction is a basic request, and nothing else, (2) the processing of all companies related service requests through a single touch, and (3) the union handling service requests through a single point of contact with the company by joining the static Union selected service partners, and (4) agility handling service requests through a single point of contact through the stitching picks up the dynamic union service partners. In addition to the study of the four service systems, this article will guide managers in the selection and implementation of an appropriate strategy for the service, which meets during their typical customer expectations entirety. "Hide
by Gabriele Piccoli, Catherine Brohman, Richard T. Watson, Parasuraman Source: Business Horizons 10 pages. Publication Date: July 15, 2009. Prod. #: BH339-PDF-ENG

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Process Completeness: Strategies for Aligning Service Systems with Customers Service Needs

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