2 WHAT ARE THE NEW SERVICE

REALITIES?

1.Empowered

Customer

Customer now more sophisticated aboutbuying 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&webp=1

DISCLAIMER

•Created by ANURAG JAIN, NIT ALLAHABAD, during an internship by Prof. Sameer Mathur, IIM Lucknow.

• www.IIMInternship.com