Status: Working

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

Project details:
Budget: Open
Published: 22 days ago
Deadline: 2 days
Bids: 3
Interested freelancers: 3
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 **
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

Categoría: Marketing y Ventas
Subcategoría: Planes de Negocio y Estrategia de Mercado
¿Qué necesitas?: Revisar un plan existente
Es un proyecto o una posición?: Un proyecto
Disponibilidad requerida: Según se necesite

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Location: Colombia
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