Ensayo Sobre Satisfaccion, Lealtad, Calidad De Servcios Y Experiencia De Servcio

Published on the October 04, 2016 in Sales & Marketing

About this project

USD 50 - 100

Necesito un ensayo  que contenga 1350 palabras a partir de la siguiente orientación:
It is understood that consumer satisfaction and loyalty are linked inextricably but not necessarily in a symmetric relationship (Oliver 1999). Furthermore, service researchers and practitioners also consider that managing service experiences (Schmitt 1999) is complex since they are activities and processes where the consumer not only cognitively evaluates their quality by comparing expectations and performances of service firms (Parasuraman et al 1985; Gronroos 1988) but they also participate actively in value co-creation (Vargo and Lusch 2006) through service consumption practices in different service encounters (Giraldo 2014).  Furthermore, researchers nowadays are deeply interested in addressing the role of services in affecting consumer well-being (Anderson et al 2013)

How can service firms manage service experiences in more comprehensive ways? Are outcomes related to consumer satisfaction, good perceived service quality and consumer loyalty enough to build and maintain a sustainable service firm nowadays? Discuss and bring in examples of service firms’ management (at least one Colombian) that support your argument.

Para la redacción del ensayo que será presentado como trabajo en una maestría de mercadeo el jueves 6 de octubre, se debe partir de los siguientes artículos:
1.-Servicescapes:The Impact of Physical Surroundings on Customers and Employees
Author(s): Mary Jo Bitner
Source: Journal of Marketing, Vol. 56, No. 2 (Apr.,
1992), pp. 57-71
Published by: American Marketing Association
Stable URL:
Accessed: 14-09-2015 17:47 UTC
2.-Service Blueprinting: A Practical Technique for Service Innovation
Mary Jo Bitner
PetSmart Chair in Services Leadership
Center for Services Leadership
W. P. Carey School of Business
Arizona State University
Tempe, AZ 85287-4106; 480-965-6201
3.-María Moral Moral *
María Teresa Fernández Alles **
nuevas tendencias del marketing: el
marketing experiencial ***
new marketing tendencies: experiential marketing
entelequia, revista interdisciplinar
4.-Customer Journey Mapping as an Advocacy Tool for Disabled
People: A Case Study
Social Marketing Quarterly
18(1) 67-76
ª The Author(s) 2012
Reprints and permission:
DOI: 10.1177/1524500411435483

Category Sales & Marketing
Subcategory Other
Project size Small
Is this a project or a position? Project
Required availability As needed

Deadline: September 28, 2020

Skills needed

Management Marketing Marketing Strategy Article Writing

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