Title: New realities in services: challenges and opportunities

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.

DOI: 10.1504/IJSOM.2021.116101

International Journal of Services and Operations Management, 2021 Vol.39 No.3, pp.438 - 450

Received: 12 Feb 2018
Accepted: 25 Jun 2019
Published online: 12 Jul 2021 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article