For delivery in electronic
format: Rs. 50;
For delivery through courier (within India): Rs.
50 + Rs. 25 for Shipping & Handling Charges
Download
To download this Article click on the button below:
Abstract
Providing a service is very different from making a product. Individuals buying a product have no contact with the individuals that made it.
Description
Changes in the structure of many economies
during the past 20 years have increased the size and importance of the service sector (Albrecht & Zemke, 19851). The service sector accounts for about three quarters of GDP, almost three quarters of current employment, and will contribute a disproportionate share to job creation in the coming years. Increasing worldwide competition and increasing customer demand for higher quality products and services is forcing organizations to consider the quality of service they are now providing to their customers and clients (Henkoff, 1994; Berry,Zeithaml & Parasuraman, 19902).
Providing a service is very different from making a product. Individuals buying a product have no contact with the individuals that made it. Customer satisfaction with such products is not a function of a relationship with those who made it but instead may be influenced by advertising, comments about the product made by other individuals, or having bought the product earlier.
