A) The concept and distinction between service and customer service has been defined by authors such as Zeithaml and Bitner (1996).
Service refers to the actions, processes and performances provided by a company. Zeithaml and Bitner (1996) identify four important aspects of service: intangibility, heterogeneity, simultaneous production and consumption, and perishability. Meanwhile, customer service is considered crucial to the success of service-based industries. The authors' definitions highlight a clear distinction between service and customer service. Examples of service industries include those in the hospitality and airline sectors such as hotels and airports, while customer service encompasses transactions in banks.
Two firms' analysis reveals that the first gap of the Gap Theory is known as the customer gap, which pertains to the variance between customers' expectations and their actual experience. The banking sector has two vital client categories, namely commercial and
...individual clients; both anticipate services such as personal investments and loans. The bank's objective is to provide services that cater to clients' requirements and desires. Having a clear comprehension of service aids in devising an effective service strategy.
It can be complex to make appropriate decisions regarding services as they are intangible. Significance analysis has highlighted the importance of distinguishing between service and customer service, especially for understanding how service industries operate. This differentiation has allowed service industries to effectively manage and market their services. Providing high-quality customer service is crucial in competitive markets. Duty Free is an example of a company that meets customer needs. Neglecting the customer can hinder business objectives in the service industry.
Customers are crucial in service industries, serving as the primary source of income and participating directly in the service approaches and activities.
Additionally, customers provide evaluations of the quality of service they receive.
The assessment of service firms as quality service providers is significant. This highlights that the service industry is distinct from other businesses and requires a unique approach. In general, the aim of service and customer service is to recognize the requirements of customers and devise ways to efficiently and affordably meet and satisfy them. Additionally, it is important to have a central theme in service provision. In conclusion, service and customer service specifications should outline the necessary facilities for delivering planned services.
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