Services and Their New Realities: Challenges, Opportunities, and Initiatives

Pratap Chandra Mandal
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Pratap Chandra Mandal: Indian Institute of Management, Shillong, India

International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 2021, vol. 12, issue 5, 1-13

Abstract: Companies providing services operate in a dynamic business environments. They require understanding and appreciating the new service realities. They should devise and implement appropriate strategies to sustain the competition. The objective of the study is to analyze the strategies. New service realities include shifting customer relationships, customer empowerment, and customer co-creation. The study aims at a conceptual analysis of the literature. Service companies require satisfying both customers and employees to remain competitive. Companies should aim to prevent service failures from occurring, rectify service failures once they have occurred to the satisfaction of customers, involve employees at each stage, and ensure that employee enthusiasm and motivation are high. Findings of the study suggest that proper understanding of the new service realities will allow companies to develop strategies, implement the strategies, and execute the strategies effectively. All such initiatives provide a direction for service companies to excel, delight their customers, and build long-term customer relationships.

Date: 2021
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International Journal of Service Science, Management, Engineering, and Technology (IJSSMET) is currently edited by Ahmad Taher Azar

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