Commoditised services and low value
In these days of highly competitive marketplaces, customer satisfaction is often the key to business success. Generally we can say a customer is satisfied when the service received exceeds or at the very least matches expectations. But what shapes our expectations?
Quite often it is determined by the concept of ‘value’.In today’s competitive market places commoditisation leads to lower quality services. If the price is appropriate to the service level then the value perception may be seen as reasonable or adequate. However, when the cost outstrips the level of service, then the value perception is likely to be poor. Ultimately, we expect to get what we pay for.
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4218 Hits