Services Marketing: Answers To Discussion Questions

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March 29, 2017
Answers to Discussion Questions
1 Despite the fact that Customer service standards are important for the survival of the company, these are not enough to deliver optimum effectiveness for the organization. Thus, the need for the company-defined standards arise to provide for the lack of Customer-defined services’ orientation towards “productivity and efficiency”. Mainly the main department in a firm which would object to having everything ‘customer-defined’ is the operations department.
2 The main difference between hard standards and soft standards is that the first one refers to “operational standards”, whereas the second one refers to “perceived/perceptual standards”. With regards to which would be readily accepted by the employees, operational standards would be the winner. This is because operational standards provides a system of measurement that is more ‘objective’ as compared to a subjective and potentially biased “soft-standards”.
3 I...