What is the Relationship Between Customer Service Quality and Market Share? Today's businesses are fiercely fighting to attract and keep. Abstract: The quality of life is defined by marketing specialists mainly through the relationship that exists between consumer satisfaction and the quality of the. J Am Coll Health. May;40(6) Relationship marketing and service quality. Delene LM(1). Author information: (1)Haworth College of Business.
What is the Relationship Between Customer Service Quality and Market Share?
Professor Spiros Gounaris of the University of Strathclyde illustrates this problem in more detail: This means attracting customers with a different set of needs and wants. Smaller companies and the smaller customer service teams they are likely to have, are going to be at a distinct disadvantage when it comes to having the engagement, flexibility, investable capital and employment and training that is needed.
But there is another side to this story that adds a level of complexity. What all this illustrates is that it is not simply a case of a company being too big or too small to deliver good customer service, it is also important to realise that delivering good service can often set a company on a path to losing the quality of that service.
What is the Relationship Between Customer Service and Market Share?
So, should a company put a limit on growth or accept the argument that their customer service is necessarily going to have to suffer if they want to grow? What is the relationship between market share and the ability of a company to deliver good customer service? Too Small for Good Service? Good customer service requires a significant investment of resources and time.
Relationship marketing and service quality.
Unfortunately a lack of time and investable resources is exactly what makes a small company small. Customers are becoming more discerning, more informed and the expectations that they have for companies is changing.
Customers expect companies to have multi-channel customer service that is coherent.
It can be difficult for a small company to simultaneously run a website, call centre, social media accounts and forums all at the same time in a coherent and effective way.
The problems that small companies have with customer service can act as a limiter to growth in a big way and really hold a business back. Trying to deliver quality customer service that turns people into committed advocates of your brand and your products, often leads to two main kinds of problems for smaller companies: Where to direct the limited resources that you have, to try and have the maximum impact?
How to ensure a high level of flexibility and adaptability within your processes, while also keeping a sense of coherence? The basic truth of customer service is that the majority of people still want to be able to communicate their questions or concerns to a real human being.
While the automation offered by IVR and other kinds of cloud call centre systems is useful for monitoring, delivering certain bits of limited information and allowing customers to direct themselves, the end goal for most people is still to get through to another human being.
Technology is a great way for smaller companies to begin to punch above their weight and effectively deal with larger customer numbers and bigger workloads.
Cloud applications and storage are a great way to avoid hardware and security costs, while still maintaining a high level of capability for multi-channel customer interactions and social media that allows a company to do less with more. Other ways that small companies can improve their customer service is to make asking for a quick round of feedback a central element of their process, so that they can tweak and mould their customer service over time.
This is linked to the idea that it is ok to set expectations based on your size. Most customers will understand that it is simply not possible for you to operate a 24 hour customer support service or that it may take you a working day to reply to an email, as long as you inform them that this is the way things are beforehand.
You should find that smaller companies are most often given more of a chance than larger companies when it comes to customer service.
Too Large for Good Service? It is frequently the larger, more ubiquitous companies that attract the fire and fury of consumers. From the biggest airlines to telecommunications giantsthe trend seems to point towards organisations too big to realistically be able to treat their customers as anything others then numbers in their systems. It is perhaps an unavoidable truth that the larger a company gets and the more customers it has, the more removed it has to become from each individual one of those customers.
In many ways, the customer service challenges of larger company are the same as those of a smaller company but with the numbers raised dramatically; the question of how to direct a limited pool of resources in a way that is going to have the maximum impact.
The results, however, are often substantially different. That does not mean that the education etc. There is no universally accepted marketing applied by McDonald's is a social classification for these dimensions, due to the one, as long as the ultimate goal is to make interference that exists between them, but also profits by selling as many products as possible, due to the higher or lower importance that each promoting them as healthyeven if this activity country gives to these dimensions.Exploring the Relationship between Local Market Structure and Digitized Customer Experience
Due to the made by each individual between his health and delimitation of increasingly advanced wellbeing, the role of marketing being application fields for social marketing, it has not represented primarily by the activity of yet been found are universally accepted educating the population towards preventive classification for its sub-sectors.
There are, for behaviour regarding illness and, secondly, by example, authors that excluded from the area of facilitating access to health services by social marketing "the social activities designing a medical product adapted to the undertaken by companies, parties or politicians, market needs and requirements, by charging ministries or government agencies, affordable prices, through distribution points in municipalities or other components of the local proximity to consumption points, as well as administration" Zaharia, Although there are a promoting services to society and individuals number of laws and regulations that systematize and of facilitating access to various products production and trading conditions so that and services for the community.
Health services marketing can be regarded as an Another approach in defining this concept is the effective instrument for correlating research on one in which it is defined as marketing applied public health services, communicational by environmental organizations that use messages and public behaviour.
An important domain-specific techniques and tools to bring role of marketing in this sector is to educate the awareness to a case and convince more people population on preventive methods and means to join that environmental cause pollution, through which individuals can improve this deforestation, recycling, etc. A more detailed definition is given by the 3. Attempts by individuals or organizations products and services at the society level.
EBSCOhost | | The Relationship between Quality of Life and Marketing Ethics.
Perhaps the most important issue Within the QoL theory, the most important role brought into question by political marketing is is played by marketing for sport, through which ethics or, better said, the lack of it.
Given that the population is informed about the benefits of the quality of life of a nation is largely practicing sport.
This means designing an determined by political decisions taken by its efficient system that facilitates the access of leaders, the proof of an ethical management individuals to sports infrastructure, building a implies full transparency for those decisions. O'Cass their promotion for a higher degree of public says that the main purpose of political participation in sports. Lock and sport, a strategy that can lead to improved QoL, P.
Cultural marketing can be defined as the 3. But this does not mean that any marketing thing happens in the case of quality of life, most activity is now included in the educational theories and studies linking sports and cultural marketing area; educational marketing is activities in one dimension - recreational focused on particular categories of services, activities.
Education is one of the main dimensions of Cummins, R. Current the level of certain indicators describing the conceptual, measurement, and implementation issues, quality of life, such as literacy, accessibility to International Review of Research in Mental Retardation, education, number of students, school dropout Improving the Quality of Life, California, One of the main problems in implementing Sage Publications government strategies for quality of life Kotler, Ph.
Social marketing provides Management, 5th Edition, Bucharest, Teora Publishing the opportunity to eliminate these problems by House effective informative campaigns and by Lefebvre, R.