Midterm Essay.docx - Running head MIDTERM ESSAY 1 Midterm Essay Lauryn Wallace Rio Salado Quality Customer Service TQM 101 G Zimmermann MIDTERM ESSAY 2

Midterm Essay.docx - Running head MIDTERM ESSAY 1 Midterm...

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Running head: MIDTERM ESSAY 1 Midterm Essay Lauryn Wallace Rio Salado Quality Customer Service TQM 101 G. Zimmermann November 28, 2017
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MIDTERM ESSAY 2 Midterm Essay A service economy is defined as an economy, or sector of the economy centered on trade in services. A few years ago, the United States made a shift towards becoming a service economy. Technological advancements such as automation and robotics, have been a major influence towards this move. With automation, equipment used in the manufacturing process, the U.S. economy has switched from employees to computer programmed Self-Serving Kiosks. Technological advancements, such as this, are responsible for industrial job positions lost. Employees are increasingly becoming replaced by manufacturing equipment because the economy doesn’t make jobs as it once did (Automation, n.d.). Another factor that influences this service shift are societies high demand of goods and services. Income is a major factor that causes a shift in demand. A normal good is defined as a product whose demand rises when income rises, and vice versa (Demand Curve, n.d.). For example, as a families’ net income increases, they stop buying as many “off-brand” products and pay more for the brand-named products. A product whose demand falls, when income increases, the demand curve shifts. Shifts in a demand curve represent a pattern for the market as a whole (Demand Curve, n.d.). Organizations improve their customer service through tools that measure service culture, such as: customer surveys, employee surveys, and focus groups. Customer surveys provide businesses with feedback to improve, measure, and gauge expectations through the customers point of view. Companies find this to be an effective resource because they can adapt their customer service methods to better suit a customer. Employee surveys help managers and
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