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Excellence and Customer Delight in Services Marketing: Linkages With E-Adoption and Innovation

Excellence and Customer Delight in Services Marketing: Linkages With E-Adoption and Innovation

Pratap Chandra Mandal
Copyright: © 2021 |Volume: 2 |Issue: 4 |Pages: 18
ISSN: 2644-2094|EISSN: 2644-2108|EISBN13: 9781799863915|DOI: 10.4018/IJBSA.287619
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MLA

Mandal, Pratap Chandra. "Excellence and Customer Delight in Services Marketing: Linkages With E-Adoption and Innovation." IJBSA vol.2, no.4 2021: pp.1-18. http://doi.org/10.4018/IJBSA.287619

APA

Mandal, P. C. (2021). Excellence and Customer Delight in Services Marketing: Linkages With E-Adoption and Innovation. International Journal of Business Strategy and Automation (IJBSA), 2(4), 1-18. http://doi.org/10.4018/IJBSA.287619

Chicago

Mandal, Pratap Chandra. "Excellence and Customer Delight in Services Marketing: Linkages With E-Adoption and Innovation," International Journal of Business Strategy and Automation (IJBSA) 2, no.4: 1-18. http://doi.org/10.4018/IJBSA.287619

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Abstract

Innovation, differentiation, and e-adoption are imperative for companies to sustain in the competition. It is difficult to innovate and differentiate physical products. Service companies gain in importance because of higher scope of innovation and differentiation with the help of e-adoption. The importance of innovation in services, initiatives taken by service companies, and the roles of e-adoption and technology as enablers to achieve excellence and customer delight are discussed. The initiatives include a strategic orientation, commitment from the top management, maintaining high standards, having profit tiers, monitoring service performance, and prompt action on customer complaints. The study focuses on the differentiation incorporated in services, adoption of the internet, and the roles of the internet in the differentiation of services. The study discusses about those companies which excel in providing superior services and analyses the strategies adopted by them. Proper implementation and execution of strategies enable companies to delight customers and achieve excellence.