Adam Perko
10/18/10
Stormie Wells
Mid Term
The value equation can be related to service previsions rendered in many ways.
To the aspect of time, the value equation is important because when is one of the most
valuable aspects of our life. Regarding the time of the customer, the quicker the customer
receives results the better the service is perceived to be. This all depends on how the
customer is handled during the service interaction. Customer service will make the
customer believe that they have received good service whether it actually was good or
not. When going to different locations to receive service, it is always a gamble because,
unless you have been there before, you never know what you are getting. This can create
uncertainty in the customers’ eyes that has to be made up somewhere else. If all goes
right you may have made a new customer.
In regards to an auto repair shop this can have many different interpretations
depending on who the customer is and the knowledge they have of the service they are
receiving. If the one bringing in the car to get repaired does not know anything about cars
they have to be trusting of the mechanic to know they will do the job correctly and
honestly. The internal service quality to the employee will determine the job they are
willing to do for the customer which will in turn (provided it was a good job) bring the
customer back creating customer loyalty. This will get people talking which will expand
growth and increase profits.
This
preview
has intentionally blurred sections.
Sign up to view the full version.

This is the end of the preview.
Sign up
to
access the rest of the document.
- Spring '08
- Gruen,T
- Adam Perko
-
Click to edit the document details