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What are the new services reality

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Manisha Shrivastava

What are the new services reality

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2 WHAT ARE THE NEW SERVICE REALITIES?
1.Empowered Customer
Customer now more sophisticated about buying product-support services
Are pressing for “unbundled services”.
Internet has a big hand in Customer Empowerment through rewards and complaints
2. Customer Coproduction
But this can put stress on employee And can also effect performance
2. SATISFYING CUSTOMERS AS WELL AS EMPLOYEES
Positive employee attitude promotes stronger customer LOYALTY
Given the importance of positive employee attitudes to customer satisfaction, service companies must attract the best employees they can find.
Credits • http://l.rgbimg.com/cache1nDEZe/users/d/dl/dlritter/600/mhhH4bS.jpg • http://images.rapgenius.com/5ac61211e9ed2f0417333d4f320b38d3.620x413x1.jpg • http://www.artmajeur.com/files/granit-deco- jardin/images/artworks/650x650/4516459_gordenn_comp.jpg • http://images.huffingtonpost.com/2014-05-26-internet2.jpg • http://blogs-images.forbes.com/susanadams/files/2012/08/stress.jpg • http://bizshifts-trends.com/wp-content/uploads/2014/11/happy1th.jpg • http://smallbusiness.chron.com/DM- Resize/photos.demandstudios.com/getty/article/148/159/86529938.jpg?w=650&h=406&keep_ratio=1&we bp=1
DISCLAIMER •Created by ANURAG JAIN, NIT ALLAHABAD, during an internship by Prof. Sameer Mathur, IIM Lucknow. • www.IIMInternship.com

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