Service Excellence in Marketing for Firms

Abstract

Innovation and differentiation are imperative for companies to sustain in the competition. Innovation and differentiation are possible more in services than in physical products. It is difficult to imitate differentiation incorporated in services. The study discusses the various marketing strategies adopted by service companies and the roles played by service profit chain. Service companies adopt different initiatives to achieve excellence. These include a strategic orientation, commitment from the top management, maintaining high standards, having profit tiers, monitoring service performance, and prompt action on customer complaints. The study discusses about differentiation of services, management of service quality, and management of service productivity. The study analyzes the strategies taken by service companies to achieve excellence. Proper implementation and execution of strategies provide a direction for service companies to excel, delight their customers, and develop long-term customer relationships.

Using Smart Applications in Delivering Government Services in the UAE

“…This study sheds light on the importance of maintaining excellence in offering services to customers, in line with several existing studies. For example, Mandal (2022) indicated the importance of providing excellent services through continual innovation strategies and initiatives, affecting service quality and productivity. Windasari & Lin (2021) highlighted the importance of sustainable innovation practices in serving customers.…”

Management of Service Quality With Involvement of Technological Developments in Organizations

“…On the other hand, customers are satisfied or delighted when the perceived service is more than the expected service (Rahmatulloh & Melinda, 2021). Successful companies aim to add benefits to their offerings that not only satisfy customers but also surprise and delight them by exceeding expectations (Mandal, 2022). Many companies like American Express and SBI YONO from India develop their businesses around exceeding customer expectations.…”

Using Artificial Intelligence for Retail Value Chain

“…The analysis of theoretical sources has revealed that AI technologies have transformed the landscape of retail trade, enriching reality through the interaction of consumers and retailers via online interfaces (Kautish & Khare, 2022). This has been aimed at achieving excellence amidst uncertainty and competitive struggle (Mandal, 2022). Nowadays, the analysis of theoretical sources has shown that the popularity of AI topics in the scientific literature may soon surpass the popularity of this topic among science-fiction writers.…”