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What are the new service realities

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Sameer Mathur
Sameer Mathur
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What are the new service realities? Shubham Goswami Jadavpur University
Customer empowerment
If your customer likes your service, he will be loyal to you and recommend you to others
If he doesn’t, he will go to someone else and discourage others from coming to you
Customer Co-production
Actively Customers often feel they derive more value and feel a stronger connection to the service provider if they are actively involved in the service process
Satisfying employees as well as customers
There’s a strong, positive correlation between employee satisfaction, customer loyalty and profitability
TCS has epitomized employee satisfaction
Summary Marketing of services faces new realities in the 21st century due to customer empowerment, customer co-production and the need to satisfy employees as well as customers
Disclaimer Created by Shubham Goswami, Jadavpur University, during a marketing internship by Prof. Sameer Mathur, IIM Lucknow (see www.IIMInternship.com)

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What are the new service realities