An automatic teller swallows your card.Įxamples of poor service are widespread in survey after survey, services top the list in terms of consumer dissatisfaction. A customer service representative says he’ll get back to you and doesn’t. Within a week of paying an outrageous repair bill, that ominous rattle reappears in your car’s engine. Your shirt comes back from the laundry with a broken button.
We’re all familiar with the symptoms of service failure. While the blueprint is most useful to managers developing new services, others can apply the same principles to test the quality of services for which they contract. This very pragmatic article describes how the use of a blueprint can help a service developer not only to identify problems before they happen but also to see the potential for other market opportunities. Shostack thinks it’s time that managers subject service development to more rigorous analysis and control. Many believe that good service results from the style of an individual entrepreneur or company and is therefore highly idiosyncratic.Īs a result of her years of experience with service organizations, Ms. Considering the extent to which the service industry contributes to our GNP, very little has been said or written about the application of rational management techniques to the development of new services.
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