Harvard Business Review
The four things a service business must get right
The Four Things a Service Business Must Get Right
This article talks about the four things a service business must get right. These Four are the offering, the funding mechanism, the employee management system, and the customer management system.
The offering is based on service attributes. Is the service friendly, convenient or does the firm target for excellence. Another aspect of the offering is which attribute does ...view middle of the document...
The article explained how Wal-mart made a choice over late operating hours and low prices over quality workers. In other words, it is more concerned with low prices and being open all night toward the convenience side versus other things the company considered less important i.e. service employees. I agree with the author. I usually do all of my grocery shopping at Kroger, but I like the fact that Wal-mart is open all night. If I come home late from the library and still need to do my grocery shopping, or if I need something else, Wal-mart is always open. I think a lot of people shop at Wal-mart because of its convenience.
The article also talked about Commerce bank. Although Commerce bank had higher prices, they continued to gain customers because of their convenience, friendly tellers, late operating hours, and cool atmosphere. Over summer and winter intersession, I worked at a bank as a teller. The bank I worked at is a very small bank with only six offices. It is a very warm and welcoming bank and most of the people in the town and surrounding town bank there. Although the bank I worked at didn’t have higher rates, I believe that people liked the atmosphere and the tellers at the bank. If I have a good experience with employees, and the good is decent, I almost always go back.
Another thing I...