Authors: Pratap Chandra Mandal
Addresses: Indian Institute of Management, Mayurbhanj Complex, Nongthymmai, Shillong, 793014, East Khasi Hills District, Meghalaya, India
Abstract: Business environment is dynamic and companies providing services require appreciating the new service realities and develop strategies to sustain the competition. New service realities may relate to shifting customer relationships, customer empowerment, and customer coproduction. In this competitive environment, companies require satisfying both employees and customers to succeed in the long run. Companies require developing strategies to prevent occurrences of service failures, to rectify service failures, and maintain the focus and enthusiasm of employees high. Proper understanding of the new service realities, development of strategies to deal with them, and their effective implementation and execution provide a direction for service companies to excel, delight their customers, and build relationships with their customers.
Keywords: service realities; customer empowerment; coproduction; employee satisfaction; customer relationship.
International Journal of Services and Operations Management, 2021 Vol.39 No.3, pp.438 - 450
Accepted: 25 Jun 2019
Published online: 28 Jun 2021 *