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Author Question: Discuss the concept of seamlessness.[br][br][b][color=#566D7E]Question 2[/color][/b][br][br]A ... (Read 114 times)

Redwolflake15

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on: Jun 28, 2018
Discuss the concept of seamlessness.

Question 2

A customer attempted to pay his bill with his American Express credit card; however, the service firm did not accept American Express. Which of the following components of the servuction model negatively influenced the customer's experience?
 A) servicescape
  B) organization and systems
  C) other customers
  D) contact personnel
  E) service providers


stallen

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Reply #1 on: Jun 28, 2018
Answer to Question 1

In order to provide service excellence, the individual components of the service firm must act in unison to create a seamless service culture. Creating a seamless service organization means providing services without interruption, confusion, or hassle to the customer. Seamless service firms manage to simultaneously provide reliable, responsive, competent, and empathetic services, and have the personnel, facilities, and resources necessary to get the job done. Seamlessness thrives on tightly connected interrelated parts within the service delivery system that foster a service culture throughout the organization.

Answer to Question 2

B


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