Summary Delivering Customer Value Based on Service...

Delivering Customer Values Summary for â€Å"Delivering Customer Value Based on Service Process: The Example of Tesco.com† * Table of Contents 1.0 Introduction 3 2.0 The Ten Key Points in the Study 4 2.1 Customer Switching 4 2.2 Efficient Service Process Leads to Customer Loyalty 4 2.3 Importance of Service Process 5 2.4 Tesco.com’s Service Process 5 2.5 Tesco.com’s Customer Value Delivery 5 2.6 The Four Ps: Product 6 2.7 The Four Ps: Price 6 2.8 The Four Ps: Place 6 2.9 The Four Ps: Promotion 7 2.10 Conclusion 7 References 8 Introduction This report summarizes and identifies the key points for the article â€Å"Delivering Customer Value Based on Service Process: The Example of Tesco.com†. The main†¦show more content†¦Tesco s service concept is based on delivering as simply and cheaply as possible as a response to its customers wanting â€Å"more for less†. (Ma and Ding, 2010) 2.4 Tesco.com’s Service Process Tesco is a company that adopts new service processes to improve customer value. Tesco.com’s managers face challenges such as marketing, training, employees’ welfare, development and control, attention to physical surroundings, scheduling workforces, and many more. Tesco.com’s service processes are of two types: front office (direct customer interaction with Tesco’s employees in the shopping process), and back office (indirect customer participation in the process online). 2.5 Tesco.com’s Customer Value Delivery The study states that customer value and satisfaction is directly related to the benefit that a product or service provides. Tesco regards its customers as the very center of their business, which is why they created a new service process (Tesco.com, 2011) to create value for customers. Therefore, delivering superior service which manages to satisfy the customer can lead to higher customer loyalty and retention, higher market share and lower costs. 2.6 The Four Ps: Product The study indicates that Tesco’s progression in product offering not only increases their market share but also offers their customers with a wider variety of products to choose from. It also offers its own line,