Behavioral Impacts

In: Business and Management

Submitted By dstasi92
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Financial and Behavioral Impacts of Customer Service

- The service industry has a strong impact on the economy whether positive in a strong service sector or negative in a weak one. The book speaks about this in Chapter two and how the service economy relates directly the the direct region as well as other parts of a country's economy. An important aspect to look at that may not be noticed by all is the service sector AND the population in relation to. Ultimately the population determines the success of a service economy. If you have 1000 employed workers in the industry with a population of only 4000 it will be much stronger than 5000 workers in a region with population of 50,000. With Profesor Levinson's example of Atlantic City it has a very large working forice betweent the Hotels, Casinos, Malls, Outlets and on but with that comes a even larger population. The more money people are getting from working the more money they have to spend and putting it back into small businesses increases the economy within the area. The books post stating “...an outgrowth of service quality is customer satisfaction, measured as the difference between the service that a customer expects and the perceived quality of what is actually delivered.” could not be more spot on in regars to customer service and long-term profitability. When we go out to dinner, wait on lines at an amusement park, purchase something online or over the phone we knowingly or unknowingly form an idea of how the service will be and what to expect. At a restaurant we expect a certain level of service with food and drinks, expect a certain quality and portion of food as well as to be done in a certain amount of time; this is the service that the customer expects. Now after the service is completed we discover what was actually delivered. Did the company, business, employee meet the customers expectations? Did…...

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