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Problem

How do process and outcome relate in customer judgment of service satisfaction?

Step-by-step solution

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Step 1/4

In every successful business to business, a firm offers a combination of services and products, services are more profitable than the products. It is therefore, necessary to improve skills in the marketing of services. Customers quantify satisfaction of services depending on the expectations versus the actual performance of service perceptions.

Step 2/4

There is need for cooperation between human resource, marketing and operation. Services are the activities, methods and performances that are satisfaction offered for sale. There are no tangible goods exchanged that includes transfer of title. Customers judges the quality of services based on two aspects, product and outcome. If, the outcome or the result of any service is satisfactory, customers will judge the service quality as unsatisfactory if the product quality is unsatisfactory.

Step 3/4

Researches, found out that, some largest firms producing the best of products in Country A, are losing business to its competitors. Studies found out that although the customers were satisfied with the end results of the services, but the methods or the manners undertaken could not satisfy customers. The service quality dimensions are tangibles like physical benefits, equipment, material for communication and personnel. Reliability and responsiveness like ability to perform as per customers’ expectation and willingness to provide prompt support. Assurance of knowledge and courtesy of employees and empathy towards employees.

Step 4/4

It is also seen that firms involved in relationship marketing, provides service marketing, where products are the mean to the end. The procedures or processes are vital to build and sustain the customer relationship. Both the processes and the products are to be executed properly to gain complete satisfaction from customers. Hence, process and outcome relate to customer judgment in service satisfaction in the above ways.