They are a focused intensity on the moments of truth in companies, the longevity and consistency of customer service strategies, quantifying the performance of customer service efforts, and the definition and execution of consistent B2B strategies.
Foremost among these four trends however is the effort to quantify trust across many different industries, with financial services' being the focus of much of the research on this aspect of customer satisfaction strategies (Tyler & Stanley, 2007). The growth of SERVQUAL and other metrics of performance, in conjunction with the development of analytics applications across marketing and service functions in companies, has led to a revolution in the use of measurement in marketing.
This paper will briefly discuss each of these trends and provide insights into how services companies are using them to differentiate their services.
Background
Services marketing is in the midst of a revolution today as social media has become more powerful than ever, giving customers a stronger voice than they ever have. Bloggers are the new social media...
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