Verizon Service Environments

Nowadays, services dominate economy and generate most new jobs. This service encounter report aims to compare and contrast my own real-world service experiences using services marketing theories. Firstly, it will compare my two satisfactory encounters journals in East Coast Car Rentals and Ambient Hotel Colina to get the most satisfactory one. Secondly, two dissatisfactory encounters in Ray White Alderley and Myer will be compared to gain the least satisfactory one. Finally, I will give 3 recommendations for the least satisfactory encounter. Theories of level of tangibility, heterogeneity, inseparability, and perishability; level of customer service;

This is in response to the above-referenced complaint filed by Ms. Lisa Wadsworth, received by Verizon Wireless on March 6, 2017. Ms. Wadsworth reports her daughter visited an agent location to purchase a new phone thinking it was a direct Verizon Store. She purchased a new iPhone 6 and agreed to a device payment plan. However, the representative did not explain to her that she would also have to pay off remaining amount for her existing device payment plan. It was not until she received her next invoice that she realized she was billed for three device payment plans.

3. (TCO H) Marketers recognize that the marketing of services is different than the marketing of a product because of the different characteristics that distinguish them from physical products. How do marketers communicate the value of services to consumers? How do they make these intangible services appear tangible to the consumer? What are some marketing strategies that might be employed with services to

Verizon is a major telecommunication provider in the United States. The company is the market leader, with $110 billion revenue and $2.4 billion in profit (MSN Moneycentral, 2012). Verizon has steady revenue streams that are largely based on a subscription model. It has several business segments, including wireless (63.3% of revenues) and wireline (36.7%) (2011 Verizon Annual Report). Most of this report will therefore focus on the wireless business, not only because this is the largest business that the company operates but because it is a rapidly growing and evolving business as well, a function of the rapid pace of smartphone adoption in America.

According to the 10th annual Verizon Data Breach Investigations Report, 88 percent of the analyzed 1,935 breaches were accomplished through the nine attack vectors, which means that they could have been prevented if some cyber hygiene measures had been applied. It was also discovered that 81 percent of the hacking-related breaches involved either reused/stolen passwords or weak/crackable ones. Not to mention, this year there was an increase in attacks that targeted smaller businesses; 61% of breaches that occurred involved companies with fewer than 1,000 employees. The former Director of National Intelligence James Clapper suggested a few basic hygiene measures for organizations to follow such as the following: patching software, implementing

The proposed change project for Verizon will focus on assisting customers with bad credit. In 2015, VantageScore 3.0 estimates that 30% of Americans have poor or bad credit (Detweiler, 2016). Credit scores typically range between 300 to 850. Poor credit is a credit score of 601 or lower. The 30% amounts to about 68 million Americans (Detweilier, 2016). The number of people with poor or bad credit is astounding. Men and women are not paying their bills. Unpaid student loans, cable bills, car loans and mortgages contribute to bad credit. Verizon has an opportunity to help the community and their customers overcome the obstacles of having bad credit.

The service experience includes four different aspects that must be understood before analyzing the experience: services setting, the service workers, the service customers, and the service process. The

Verizon changed their organizational culture through role modeling, training, and coaching (Kinicki & Williams, 2013). Verizon created the Leading for Shareholder Value (LSV) and the Verizon Leadership Development Program (VLDP) as a means for cultural change (Kinicki & Williams, 2013).

Historically, Verizon Wireless focused its customer-base direct marketing efforts primarily on speaking to customers during the points in their lifecycle when they were equipment-upgrade-eligible. The purpose of these communications was to renew customer contracts using an equipment-upgrade message and offer. The challenge was that these points in the customer lifecycle coincided with spikes in customer churn.

The purpose of training and developing within any organizations is to improve the overall effectiveness of goods, product and services, competitiveness, and emphasizes growth in all aspects. It also increases productivity, develop employee turnover, increases financial gain, and lessens the managerial and supervisory positions. Training and developing is essential to obtain but many employers have different perspectives of what training and developing means for its organization. Verizon is one of the leaders in innovative wireless communication and in delivering broadband to businesses, mass market, wholesale, government, and it services over 80 million customers across the world. The

The success of the economic agents depends on a multitude of forces, such as the managerial ability to combine and exploit the resources in an efficient manner, the ability to manage the labor force or the ability to develop positive relationships with the external stakeholder, such as the customers, the business partners, the public and so on. Still, while all these factors are crucial, they are merely adjacent to the core operational function which builds towards organizational success, namely the organizational operations.

Inventory is the total quantity of materials or goods contained in a factory or store at any given time. The owners of store need to be familiar with or know the exact figure of items on their storage areas and shelves in order to place losses or orders. Factory managers should know how the number of units of their goods that are available for client orders. The word inventory can be used for both the overall sum of goods and the work of summing them. In the case of racket science retailing, the company usually takes a record of its supplies on a regular manner in order to keep away from running out of common items. To some extent, the company takes inventory to make sure that the number of products ordered matches the real number of products or items counted physically. Normally, in cost accounting, averages or shortages after an inventory indicates a problem with theft (mostly referred to as 'shrinkage' in retails) or inaccurate accounting practices. Rocket science retailing also takes a record of stock after every trading

1) Which of the following types of inventory usually is not held by a manufacturing business? (3P)

Tangible goods, or rather manufactured goods, have been the dominant medium of exchange for centuries. However, recent decades have proved that it is no longer the case as there has been a prevalence of being service oriented (Vargo and Lusch, 2004:1-2). Services, as defined by Vargo and Lusch (2004), are  “the application of specialized competences (knowledge and skills) through deeds, processes, and performances for the benefit of another entity or the entity itself (p.2).” Utilizing services gives businesses an edge, a competitive advantage, particularly in an evolving competitive market, something which Metalfrio is definitely part of (Vargo and Lusch, 2004:9).  Those businesses that learn to adapt tend to do well. In addition, Vargo and Lusch (2004) write this shift to services is also a shift from producer perspective to a customer perspective (p.2). Thus, it leads to more of a collaborative effort where co-creation leads to adding value to the service rather than a product having value (Vargo and Lusch, 2004:6). Also, customers rather develop relationships with those that can provide a range of related services over an extended period of time, thus allowing businesses retain their clients for the long term (Vargo and Lusch, 2004:13). Overall, service oriented marketing is a direction that businesses should be headed towards to ensure that they can remain relevant and competitive in the

The major differences between goods and services in operations management are their goods, inventory, customers, labor and location. One major difference in the tangibility of their output. For example, a service firm would entail consultancy, training or maintenance, this is an intangible product. These services are not tangible object, but still provide a “product” for the customer. A good would be a tangible for the consumer. A company manufactures a certain product and the consumer is able to physically receive it. For example, A manufacturer such as Coke, Nestle, Honda and BMW. Another difference between a service and goods is their inventory. Service forms do not hold inventory, they provide a service when their customers ' need it. Manufacturers produce goods which creates an inventory. Inventory levels are created through supply and demand. A lot of companies only have a certain level of inventory in order to utilize their “space”. In addition a major difference between goods and services is their customer relationship. There is a high customer contact in the service industry. The service industry caters to their clients; meaning they adjust their service to the needs of the customer. For example, a consulting firm may only need to do four hours of work with a certain customer and twelve hours with another. In manufacturing goods there is low customer contact. Manufactures can produce their customers goods without having them submit an order, because they can