Benefits Of Supplying Quality Customer Service - 1085 Words

Introduction The benefits of supplying quality customer service are well documented for creating value for the business. Customer service leads to profitability and brand reputation (Armistead and Clark, 1992); Quality customer service leads to higher levels of competitiveness (Chan et al. 2005); Quality customer service reduces costs and boosts profitability (Crosby, 1980); and quality customer service increases customer retention and improves brand image (Stamatis, 1996). Therefore, it is obvious that a quality understanding of customer service can add substantial value to a business. Venkatraman and Ramanujam (1986) briefly incorporate this notion with business size by adding that size and growth are typically used as a precedent for evaluating business success. Conversely, Lash (1989) challenges this by explaining that small and large, profitable and unprofitable companies offer good and bad customer service. These conflicting concepts form the basis of the investigation into, at what point does customer service strategies diverge depending on the size or growth of the business? In approaching this question, forms of business size and growth and various aspects of customer service need to be defined. It is common knowledge that there are many ways to measure the size or growth rate of a business depending on the complimenting independent variables. However, the measurement of customer service comes with more complexity. This is due to service qualit y being difficult toShow MoreRelatedQuality Management Systems Iso Standards1396 Words   |  6 PagesAssignment 2 Quality management systems ISO standards is designed to help organizations ensure that they meet the needs of customers and other stakeholders while meeting statutory and regulatory requirements related to a product. ISO 9000 series are based on eight quality management principles. The eight quality management principles are defined in ISO 9000:2005, Quality management systems – Fundamentals and vocabulary, and in ISO 9004:2009, Managing for the sustained success of an organization –Read MoreIkea-Value Chain1221 Words   |  5 Pagesdown furniture that offers environmentally friendly, state of the art designed furniture that is both affordable and attractive to its customers via their online, catalogue and worldwide distribution channels, with a logistics network that are low cost footprints with the enforces on cost efficiencies couple with technology, product design, excellence and customer satisfaction. IKEA was founded by Ingvar Kamprad in a small village in Sweden. Its Scandinavian–style home furniture offer attractive designsRead MoreEssay EMSE 6035 Case Study 1678 Words   |  3 Pagessteakhouse, might differ from one that is offered to a fast-food customer, like Papa John’s International. 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With liquid assets of such magnitude, WFM is in a unique position to enhance it’s growth. †¢ Physical - Food Processing/Distribution: WFM has built their brand on providing quality foods; driving this quailty is made possible by a variety of different physical product producing and distributing locations. Those include: four seafood processing and distribution facilities, a specialty coffee and tea procurement and roasting opreationRead MoreExamine the Strategic Importance of Supply Chain Management to a Manufacturing Firm. What Are the Major Types of Supply Chain Strategies Open to Such a Firm?1030 Words   |  5 Pagesthe ultimate provision of product and service packages required by end customers. It spans all movement and storage of raw materials, work-in-process inventory, and finished goods from point of origin to point of consumption (supply chain). 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