-3 Elements of the service product bundle
- The tangible service
-Value for their money, items in stock, and a clean and organized store
- The intangible or psychological benefits
-Exceptional customer service, speed and efficiency
- The physical goods
-Products including: personal care, cleaning, stationary, kitchen supplies, house wares, furniture, toys, electronics, grocery, and gift items
-Service Matrix Cell Target Operates in
Customer wants and needs in the service Package are highly customized with unique process sequence. Customer has great decision making power. In the operations service system process design, Target has a moderate number of process pathways. Flexible flows with some dominant paths, moderate work complexity.
-Some types of customer contact they encounter and how they respond to it. Do they use self service? Do they use technology? Do they use focused operations? How do they support employees?
A situation where there would be interaction with a customer would be when a customer wants to know the price of an item. A customer can use one of the several price scanners throughout the store. They can also ask a sales associate for the price. In this case, they can scan the item using a PDA or scan the item at the register. They can also check online before they go to the store. This up to date technology helps the customer find out the price of the item they are looking for. The company does use focused operations. When the customer, or sales associate scans the item for the price, the location of the item is shown, as well as how much of this item is in stock. The use of a self checker and the internet will help the employee get more work done, because self sufficient customers will use these technologies instead of continuously asking the employee the price of several items. All of these technologies show the item location, and amount in stock support employees. This is because in most occasions this will be the next question that the customer will ask.
A Service Recovery that Target offers is that in when a customer is looking for a product that is not in stock. The company would give the customer a rain check and the service recovery would be how long the customer had to wait for the product to come in, and then use the rain check to purchase the item. Also A service recovery is incase a product is recalled Target will have available substitutes for that specific item. Target guarantees that if a product is broken or not assembled right that the customer has a 90 window to return the product if the packaging and all the items of the product are in tact.
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