CREDENCE QUALITY
Is the quality, which is difficult to evaluate, and when you ask the customer the question on how was the service? He usually gives vague answers like ‘it was ok’, ‘I don’t know’.
A very important concept in ‘people’ is the – service profit chain. In the service profit chain the first step is to keep the internal customers happy and satisfied the internal customer being the employees. To keep them following point have to be taken care of
- Work place design
- Job design
- Employee selection and development
- Employees rewards and recognition
- Tools for serving customers.
These aspects in turn lead to employee satisfaction, which would result in to employee retention and productivity, this would result in providing value services and that would yield customer satisfaction. Which would lead to customer loyalty and finally revenue growth and profitability through referral and repeat business.
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