Assignment - 1

STRATEGIC MANAGEMENT OF SERVICES ASSIGNMENT

 liked services –
 After sales service of whirlpool is good because they have instant action of
any complaint.
 Xiaomi brand is the most usable brand and whenever we are complaining we
are getting a quick response and liked because of after sales service.
 I have liked delivery of Swiggy is quick.
 The after-sale service of Oppo I liked because of focus on service
performance, quality, understanding the customer and proactive
communication to address any query or call for support.
 I’m delighted with Tata motors after sale service because of customer care
program themed ‘Peace of Mind’, which offers; Best in Class Warranty
Program.

 Unliked services –

 Services of Videocon I do not like due to its after sale service is not good.
 The clothing material from Flip cart is not good due to this not preferring to
have clothing materials from Flip cart.
 Nike manufacturing of shoe life is not long term, not even 6 months as
compared to other shoe brands.
 Not liking the delivery span of flip cart.
Assignment - 2
STRATEGIC MANAGEMENT OF SERVICES ASSIGNMENT

Customer Satisfaction
1. Whirlpool > Positive disconfirmation
 Reason- I have heard the after-sale services of whirlpool is not good in my location,
but when I got the opportunity, they have solved my issues instantly.
 Customer Delight: Positive Impact
As in my area I had heard that whirlpool after sales service is not good and when I got
the opportunity to experience, I got very quick response to the problem, so I was
Positively impacted with pleasure that I got the best after sales service according to
what I had heard.

2. Xiaomi > Positive disconfirmation

 Reason- At my home most usable brand is MI in phones, and we have adopted this
because of its after-sale service.
 Customer Delight: Positive Impact
The after sales service of MI is best because it gives quick response to the problems
and with best solution if there is any major problem in phone and the phone is
warranty, they give replacement of the same phone rather that repairing it so the after
sales service which MI gives makes a positive impact on me and gives me happiness.

3. Swiggy > Confirmation

 Reason- I have seen every time the delivery of Swiggy is on the time. Thus, I have
expected, and I have received the services as per my expectation.
 Customer Delight: Arousal
When I had ordered food from this website, I got voucher and coupons which
surprised me and excited me to order more food from this website.

4. Oppo > Positive disconfirmation

 Reason- I have experienced in understanding the customer and proactive
communication to address any query or call for support by Oppo and I have received
the services more than I expected.
 Customer Delight: Unexpectedly
The Oppo after sales service for me was unexpected because they try to solve your
problem on phone first and if it doesn’t get solve then u have to visit the service
centre.

5. Tata motors > Positive disconfirmation

 Reason- It is an excitement for all time while taking services in Tata, I have also
experienced their excited voucher or coupons which attracts a lot of customers.
 Customer Delight: Positive Impact
The coupons and vouchers which are offered by Tata Motors after you do servicing of
your vehicle of certain amount, they offer you Coupons or vouchers it gives pleasure
and happiness to me.

6. Videocon > Negative disconfirmation

 Reason- I did not liked the services of a good brand like Videocon. Because when I
went for after sale service, the services which I expected is not equal to which they
gave me.

7. Flip cart > Negative disconfirmation

 Reason- I have mentioned negative disconfirmation for Flip cart because the service
for their product I was expecting and comparing with other E commerce website was
not up to the mark which I have expected.

8. Nike > Negative disconfirmation

 Reason- As a well-known brand for sports, Nike has a well goodwill in the market,
but when I m purchasing any shoe of Nike, I face problem with their sole of shoe. I
am not getting long term benefit as I expected from this brand after spending.

9. Flip cart > Negative disconfirmation

 Reason- The delivery time of Flip cart is sometime making delay after opting for fast
delivery.
Assignment - 3
STRATEGIC MANAGEMENT OF SERVICES ASSIGNMENT

Flower of Service – Nike

Facilitating Elements
Information: -
 Nike, Inc. is an American multinational corporation that is engaged in the design,
development, manufacturing, and worldwide marketing and sales of footwear,
apparel, equipment, accessories, and services.

Order–Taking: -
 Nike provides offline and online service in online they have tie-ups with many online
shopping websites, and they have their own shopping website a cart where we can put
our orders and keep it until we go for the payment and in offline there are Nike stores.
Billing: -
 At the time of billing Nike gives us a smooth billing and payment procedure. They
add all prices and deducts the amount from our coupons and then it goes to final
payment.
Payment: -
 In online and offline Nike accepts all type of payment from Visa, Mastercard upto
UPI payment, Net Banking or a local credit or debit card is also accepted in Nike
stores and online websites.

Enhancing Elements
Safekeeping: -
 In pandemic era many online retail outlets have started to adopt hygiene and safety
measures while delivering. Nike has also adopted the same safety measures. their
delivery person comes with all delivery precautions.
Consultation: -
 When we visit in the store there will be always an assistant who guide us for the
perfect fitting and matches.
Exceptions: -
 While visiting on festival season near my location Nike showroom gives us the best
discounts and other supplementary product which attracted a huge number of
customers.