Managing Service Delivery

Running head: MANAGING SERVICE DELIVERY
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STUDENT NAME:
STUDENT ID:
TOPIC: MANAGING SERVICE DELIVERY
DATE: 3-04-2019

MANAGING SERVICE DELIVERY 2
Contents
Introduction.................................................................................................................................................3
Managing customer expectations...............................................................................................................3
Conclusion...................................................................................................................................................6
References...................................................................................................................................................6

MANAGING SERVICE DELIVERY 3
Introduction
Business requires marketing services from agencies that enhance business operations and sales
volume. Managing service quality is an important criterion that an organization needs to take
care of, as customers can switch services due to several factors. The eight categories identified
with service delivery gaps are pricing, core service failure, inconvenience, service encounter,
response to service, involuntary switching, competition and ethical problems that leads to
customer switching behavior. The five potential gaps can lead to failure and unsuccessful service
delivery, specifically for a marketing agency or an organization offering marketing services to
customers.
Managing customer expectations
Service expectations depend on several factors such as past experiences, advertising influence,
such as television advertisement and word of mouth. Perceived service is compared with
expected service by customers, causing potential gaps in the service delivery process. Customers
are dissatisfied if the service expectation is high but the quality of the service received is low.
The service quality model is presented with five gaps that may cause unsuccessful service
delivery (Parasuraman, Valarie & Leonard, 2013).
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