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Presented By
Dr. Niraj Chaudahri
Assistant Professor,
Sanjivani College of Engineering ,
Dept.of MBA,
Kopargaon
1
Sanjivani College of Engineering, Kopargaon
Department of MBA
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Service Operation Management-I
Customer Expectation and Attitudes
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Customer Expectation and Attitudes
• Customer Attitude towards Shopping (goods
and service ) are guided by their expectation
and motivation ,thus important to
understand the different types, goals and
attitudes of the customer .
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Balancing Between Desired and Adequate service
Following factor help to Balancing Between Desired
and Adequate service :-
• Demonstrating fair-play.
• Being reliable
• Managing promises
• Improve process dimensions
• Building relationship
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Link of Service Profit Chain
1.Link between customer satisfaction and
customer loyalty
2.Link between customer loyalty and
profitability and growth.
3.Link between value and customer satisfaction
4.Link between employee productivity and
volume.
5.Link between quality and employee
satisfaction
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Importance of service Profit Chain
• Making an organization successfully.
• Recognizing changes in organization.
• Providing workforce of company for profit.
• Analyzing and improvement in operations.
• Study correlation between different
component .