Managing Service Trade-Off for Better Customer Experience

Abstract

This chapter presents the overview of service-operational challenges faced by the service managers in creating customer experience. Trade-offs are described as operational constraints in achieving multiple objectives simultaneously and have been identified the keys in creating memorable and meaningful service experience. Meanwhile, it was emphasized by Skinner that a firm cannot be outstanding at everything, and the managers need to make choices between different core operational capabilities in manufacturing or service systems. In a recent trend, maximizing profit among firms is not a new term because firms are seeking for high profit and would like to sustain their business in the industry by generating high revenue. Thus, the firms are looking at many other possibilities to increase their revenue. This has become the biggest concern among service firms to minimize the trade-offs effects on customer experience. Thus, the service organization attempts to minimize the trade-off practices among service employees and improve the service experience for the customers.