Managing Service Quality And Demand †Free Samples for Students

Question: Discuss about the Managing Service Quality And Demand. Answer: Introduction Service quality offered by the company to its esteemed clients is considered to be a major element employed by most organizations across the globe to attract and retain more clients to the organization. In this case, organizations have to ensure that they offer quality services at any particular time to meet clients demand. Clients always compare products and services offered by various companies before making their final decision. Therefore, basing on this aspect, it is recommended that companies that have the intention of attaining a competitive advantage in the marketing industry should offer quality services to their clients all the time. In this case, therefore, the paper is going to conduct an analysis in relation to managing service quality and demand in an organization to enable a company to effectively and efficiently attain its set goals and objectives within a particular period of time. In addition, the paper will analyze the contribution of organizational management as well as employees of that particular organization in enabling an organization to manage the quality of services it offers to its esteemed clients in the market. In addition, the paper will also feature the merits of managing quality services in an organization to both customers of the company as well as to the organization at large. The study, therefore, majors on the contribution of quality service management and demand at Liberty travel. Liberty travel has more than 65 years experience in travel industry. Liberty connects people and places depending on the need of the traveler. Liberty has a 24/7 support service for its customers from experienced travel consultants. Liberty Travel offers a range of vocational packages including short journeys namely the short EURO breaks, USAbreaks, and CANADA breaks to long journeys. Liberty travel gives back to the society by being part of corporate social responsibilities to build a bright future in the community. Liberty Travel works with flight center foundation, habitat for humanity, earth share, feeding America and humane society of the United States. Service blueprint This will give a clear picture of the service system at liberty travel agency. The service blueprint of liberty has defined front stage activities which include Physical evidence is provided in the blueprint customers actions are stated which include making a call to make reservations, the line of interaction between the customers and the front-stage personnel drawn. The front stage actions between the customer and contact personnel are defined which include answering the call, or greeting customer if he comes to the office. The front-stage and backstage are connected by a line of visibility. Support process involving service personnel are given. The support process involves the information technology system. The organization will combine the expertise in the field of travel with digital exploration to increase its sales. Managing service quality and demand at liberty travels Service quality entails meeting the needs of customers and their requirements. The performance in every travel agency must be greater than the customers expectation, anything below that creates dissatisfaction. Liberty travel has tried in providing quality service to its customers. It has best consultants in the field of travel who offers their services to clients 24/7. Since liberty is a point of contact between the traveler and the travel industry it must work to meet the expectations of both. Generally high service quality leads to customer satisfaction. Attention to customers is one main idea that must be taken into consideration by travel agents; liberty travel agency has a well-knit personal attention to customers (Fach 2000). There is a little loophole as far as time is concerned, there are reports that liberty sometimes fails to do what they promise to on time but the company as putting in measures to curb this. Because of high demand, liberty is installing a reminder system and employing more consultants to meet the rising demand. To measure the service quality at liberty travel agency, SERVQUAL was used, and the highest gap was reported in the provision of service at promised time. Liberty travel service caps The atmosphere and physical design of liberty travel offices are superb. The interior dcor and the general surrounding gives liberty to travel the image of perfection to clients. According to research done by Bitner (2013), the physical environment is rich and influence on customer satisfaction. The employees of liberty travel are also affected by the ambiance. The productivity, satisfaction at work and motivation can be directly influenced by the surrounding environment (Becker, 2010). Service cases are taken into accounts by liberty travel and managers continually plan, build, change and control the physical appearance of the surrounding Complaint process and service recovery complaints are filed with the agency first then the management work to resolve the complaint as soon as possible to avert court cases that may arise due to complaints. Liberty has a complaint policy to be followed in filing complaints; in case complaint arises, the complainant is advised to speak to the staff member whom he/she had been dealing with. launched verbally must be submitted in written form including the name of complainant, the name of the staff member, the nature of the complaint and possible steps you have taken in resolving the complaint. The complaint is then handled according to the laid down procedure; acknowledge receipt of the complaint within three working days, review the complaint, investigate the complaint, respond in regards to the complaint then an action is taken. Complaints are treated confidentially, objectively and equally. Service recovery is the process of correcting service failure as a result of poor delivery which may lead to customer dissatisfaction. Service recovery is made to prevent customer back-out and alters dissatisfaction in return building a stronger relationship (Miller, Craighead and Karwan 2000). Liberty travel agency has designed a recovery model supported by the organization culture. Customers complaints are looked at immediately, and a letter of apology is mailed to respective customers. Some customers are awarded bonus miles for canceled reservations which may be caused by human error or computer error. The liberty travel service recovery works under fair outcome, fair processes, and fair interaction. Integrated marketing communications This is a method used by firms to increase awareness among customers towards the products and services they offer (Schultz 2012). The integrated marketing communication is used by the liberty travel agency because it is not by any chance affected by noise evident in the interactive marketing communication model (IMCM). IMCM allows creation and sending of messages through different channels like newspapers, television, radio or sales person; the message is prone to noise (Belch and Belch 2004). The noise might include a conflicting message from competitors or inconsistency of the brand and broken promises from the firm, integrated marketing is secured from all these. References Belch, G.E., and Belch, M.A., 2004. Advertising and Promotion: An Integrated Marketing Communications Perspective,(6 Th. New York: NY: McGraw-Hill. Bitner, M.J., and Booms, B.H., 2012. Trends in travel and tourism marketing: The changing structure of distribution channels. Journal of travel research, 20(4), pp.39-44. Bitner, M.J., 2013. Servicescapes: The impact of physical surroundings on customers and employees. The Journal of Marketing, pp.57-71. Chivvis, "Consent to Monitor Electronic Communications of Employees as an Aspect of Liberty and Dignity: Looking to Europe." Fordham Intell. Prop. Media Ent. LJ 19 (2008): 799. Fach, W., 2000. The methodologies for innovation and improvement of services in tourism. Managing Service Quality: An International Journal, 10(6), pp.356-366. Grabowski, P. and Behrens, R.H., 2006. Provision of health information by the British travel agents. Tropical Medicine International Health, 1(5), pp.730-732. Kaynama, S.A. and Black, C.I., 2010. A proposal to assess the service quality of online travel agencies: An exploratory study. Journal of professional services marketing, 21(1), pp.63-88. Miller, J.L., Craighead, and Karwan, 2000. Service recovery: a framework and empirical investigation. Journal of operations Management, 18(4), pp.387-400. Porter, M.E., 2016. What is strategy?. Published November. Schaefer, K. and Ennew, C., 2005. The impact of perceived justice on consumers' emotional responses to service complaint experiences. Journal of Services Marketing, 19(5), pp.261-270. Schultz, D.E., 2012. Integrated marketing communication. Journal of Promotional Management, 1(1), pp.99-104.