Costumer service Essay Example | Topics and Well Written Essays - 2000 words

Costumer service - Essay Example Researchers have developed different models for quantifying customer service as explained by Kapur (2010). The models are significant since they help the management in identifying problematic areas in quality control. This helps the management to devise strategies to improve on customer service leading to an overall improvement of profitability and performance of the firm (Pang 2007). Most of the models in customer service focus on the concept of service quality gap. If the customer expectations are greater that performance, then the perceived quality is less and the customer is said to be dissatisfied. The current case will take the 4 Gap Model to measure customer service. The 4 Gap Model Research has been conducted in different sectors including banking, telecommunication, repair and maintenance and in insurance concerning the model (Ramsaram- Fowdar 2007). The gap models developed by researches are used to measure the service quality expectations before and after the service. Ther e are five major determinants of service quality in the model are tangibility, reliability, perceptibility, safety and empathy. The use of The 4 Gap model shown below became widespread in the measurement of service quality. The model has received criticism when analyzed from a methodological and conceptual aspect. In spite of this, the model has been used in various researches regarding quality of customer service (Ben-Haim 2006). The basic feature of the model is that it places an emphasis on oversight regarding quality between the customer and the service provider (The Marketing Association of Australia and New Zealand 2011). The

Athletes and their Impacts on Endorsement of Sportswear Literature review

Athletes and their Impacts on Endorsement of Sportswear - Literature review Example Others include prominent businessmen and politicians. Apart from their careers and appearances in events, celebrities act as spokesmen for different brands in their promotion (Kambitsis et al. 2002, p. 160). This paper will analyze the effect of celebrity (athlete) endorsements in sportswear marketing on the consumer's perception of the product and overall purchasing decision. â€Å"A celebrity endorser is a person who is known by the public for his or her achievements in areas other than that of the product class he or she is endorsing† (Friedman & Friedman 1979, p. 63). This is one of the forms of celebrities that are use by companies in order to promote their products. The reason for use of celebrities is engrained in the influence that they command be it on a national or international stage. Sportsmen and women in particular have been utilized for promotion of a wide range of products most of which include sportswear and energy drinks. Athletes compared to ordinary people have a higher chance of commanding attention. Solomon (2002, p. 50) asserts that the perception that consumers get from brands being endorsed by celebrities is that they are interesting. This is also accompanied by a feeling of connection and positivity with the brands. There is a guarantee that the use of celebrities in promotional ventures will elicit a positive attitude towards the brands and in turn will affect the intentions to purchase. The main reason why people advertise is to persuade customers to buy their products. The whole purpose is pegged on the capability of the producers to alter the attitudes of the consumers. As persuasion is the pillar of this process, credibility in advertisements must be projected for the brand to receive the necessary attention. Athletes especially project trustworthiness, persuasiveness, expertise and objectiveness when used in advertisements (Till & Shimp 1998, p. 72). The customers are also attracted to the brands due to the attractiveness of the personality who is its spokesperson. The attractiveness is classified according to the person?s physical appearance, the relation that can be drawn with the consumer, likeability and the personality. Although the use of athletes is reliant on their skills, some of them are utilized because of their physical appearance that is not so much on the physical attractiveness but on the physique. Ohanian (1991, p. 52) asserts that the use of attractive celebrities as spokespeople is more effective than the use of others who are not as attractive. A halo effect is assumed where the excellence of a person in one direction is associated with excellence in another. An example is that the physical attractiveness of a person being related to coolness or happiness. There is an interaction between the brand and the spokesperson endorsing it. Friedman and Friedman (1979, p. 60) assert that â€Å"a famous relative to a ‘normal’ spokesperson is more effective for products high in psychological or social risk, involving such elements as good taste, self-image, and opinion of others.† There are numerous studies that have been done with the aim of examining the effectiveness that celebrities have as brand spokespeople. Martin (1996, p. 32) conducted such a study that there are those endorsements that performed exemplarily whereas others miserably failed. Michael Jordan’