The paper "Service Experience and Theoretical Aspects Raised, Service Quality and Satisfaction Improvement " is a perfect example of a marketing assignment. An evaluation of the Hoffman family service encounter in the hospital offers an evaluation of the process of a mixture of satisfaction and dissatisfaction of services received. Hernon and Whitman (2000, p. 32) argued that service satisfaction is based on the quality and benefits gained from their delivery. On one hand, the general services, as the family experience case study concludes, were on average acceptable as evidenced by the survival of their twins despite their premature birth.
In particular, the services offered by Dr. Arthur and the NICU staff present a case of high-quality services. On one hand, a case of services exceeding the customers’ expectations through a service performance evaluation is evidenced by Dr. Arthur. In this regard, the doctor, although the family expected only medical services relationships, develops an additional close cordial professional relationship with the family. As such, the process of developing the relationship increases the customers’ satisfaction by exceeding their expectations. In this case, services offered in the delivery room as well as in the NICU exceeded the customers’ expectations both of the nurses as well as by Dr.
Arthur himself. Service and Provider Inseparability On one hand, the family experience illustrates the aspects of service inseparability with the service providers. In this theoretical perception as Alam (2011, p. 42) noted, it is imperatively difficult to separate services from the service providers. As such, unlike the case of goods supplied where manufactures can transfer the distribution and delivery mandate to a third party, service delivery cannot be delegated. Therefore, in order to deliver quality and required services, it is imperative that the actual service provider was present at the time of service delivery.
Therefore, in the case of the hospital healthcare service delivery, it is imperative that the healthcare service provider is present to ensure proper service delivery. This assertion can be argued through a comparison of both Dr. Arthur and Dr. Baker. On one hand, despite being ill and with a broken leg, Dr. Arthur ensured presence in the facility due to the realization of the inseparability of his services and his presence.
As such, his presence of success is evidenced by the high-quality services offered on a timely basis. On the other hand, despite being the Dr. on duty, Dr, Baker is conspicuously absent on an allegedly a mission to prepare his wife for the expected hurricane. In this regard, his assistant argues that he consistently updates him on the patients’ progress and that he would arrive in a short while. However, his absence and failure to be physically present to provide the required services leads to service dissatisfaction at the family’ s end (Hoffman, 1996, p. 5).
For instance, Hoffman reports that it took a total of 30 minutes as the assistant doctor struggled to use the ultrasound until the lead doctor had to do it himself. As such, I an indication of the nature of service inseparability from the provider. Moreover, the negative poor service quality and client’ s dissatisfaction with Dr. Baker’ s absence is a clear, practical illustration of the consequences of service inseparability nature. In this case, Ueno (2010, p. 76) theoretically argued that the nature of service inseparability leads to poor service delivery in the event that the service provider is absent.
Consequently, this leads to a low service performance level and its failure to meet the desired needs and expectations. This is especially different and a distinguishing feature between services and goods. On the contrary, goods functionality and features are not implicated upon or influenced by the delivery approach and as such remain unchanged whether a direct or indirect delivery channel is used.
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