How Technology Can Provide Faster Service As shown in the beginning of this chapter, the appropriate use of technology can reduce and. in many cases, totally eliminate customer waiting time. Automated teller machines (A’I’Ms) now provide bank customers with 7 x 24-hour service. eliminating th need for customers to wait until the bank opens in the …
MBNA IS TRULY A SPEED FREAK MBNA, the Wilmington, Delaware, credit card company, has developed a very loyal customer base due, in large part, to its ability to provide outstanding service. To accomplish this, MBNA has developed 15 different measures of performance, many of which pertain directly to speed. Fo example, customer address changes must be processed within …
A Focus on Providing Fast Service As the OM in Practice box about MBNA clearly illustrates, leading-edge companies now focus on providing ever-better and ever-faster service to their customers. From an operations perspective. this can be accomplished in several ways, all of which center around good system design concepts. Service System Design Concepts Early service system design theory …
Factors Affecting Customer Satisfaction with Waiting satisfaction with waiting rather than the actual waiting time itself. Maister” presented an iitial framework for focusing on customer satisfaction with waiting, identifying many of the factors that can affect satisfaction. To further assist the service manager. these factors can be classified into three categories: (a) firm-related factors, (b) …
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Defining .Customer Satisfaction The customers direct” involvement in the service delivery system suggests a need to integrate both marketing and operations perspectives into the service system’s design and evaluation. A marketing-related measure of customer reaction to waiting time would more clearly indicate the true customer waiting costs instead of just the actual waiting time itself, Customer satisfaction appears to …
