Manage Quality Customer Service - Assignment
Added on 2021-05-31
13 Pages2980 Words57 Views
Running Head: CUSTOMER SERVICE QULITY1How Amazon Improves Service QualityNameInstitution
CUSTOMER SERVICE QULITY2ContentsExecutive Summary.................................................................................................................21.Strategies.........................................................................................................................42.Services, Parameters, and Operations.............................................................................43.Comparative Strategies leading to Improvement of Service Quality..............................64.Aspects of service systems..............................................................................................75.Statistical methods and management techniques to monitor, control, and improve service processes of an organisation.......................................................................................86.Recommendations.........................................................................................................107.Conclusion.....................................................................................................................108.References.....................................................................................................................12
CUSTOMER SERVICE QULITY3Executive SummaryAmazon is one of the leading global online retailers. The company began in 1996 by selling books online but has since expanded to sell wide variety of products. Some of the factors that have contributed to the growth of the company include acquisitions, innovations, integration of services, ideal supply chain management, steady growth in revenue, and effective strategies. Amazon’s strategies are entrenched on customer service, efficiency, distribution, and convenience. The company has various aspects of service systems that leverage its service quality and sustain competition. The paper also provides overview on statistical methods and management techniques that Amazon can employ to improve its service quality.
CUSTOMER SERVICE QULITY4How Amazon Improves Service Quality1.StrategiesAmazon’s mission is “to be Earth’s most customer-centric company where people canfind and discover anything they want to buy online” (Amazon, 2018). From day of its inception, the company has been committed and focused on this mission. Amazon’s decision-making and management approach is underpinned on relentless focus on customers. The company has remain steadfast in delivering current and future customers what it terms as “compelling value,” which is the driving force behind its quality and satisfactory service delivery. Amazon’s strategies are entrenched on customer service, efficiency, distribution, and convenience (Robinson School of Business, 2012). 2.Services, Parameters, and OperationsCommitted to align the organizational strategies with customer satisfaction, Amazon has one of the customer-centric strategy. The multi-billion dollar company has adopted concepts that ensure it provides exceptional service to customers at different parts of the world. Improved customer satisfaction is evident on positive feedback that people provides on Amazon forums. According to Fitzsimmons and Fitzsimmons (2014), service quality improves customer experiences, which underscores customer loyalty. Customer loyalty refersto a situation in which a customer purchases a product from the same company or seller repeatedly because of the positive attitude he/she has towards the seller. According to Bhagat (2012), service quality is all about the ability of the company to identify and understands customers’ expectations. In practice, a loyal consumer repurchases the product or service in order to avoid potential risks. Amazon’s exceptional service quality is evident on the number of online buyers that return to purchase products. Some of the Amazon initiatives that have
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