Reliance Jio Infocomm Limited

Reliance Jio Infocomm Limited (RJIL), a subsidiary of Reliance Industries Limited (RIL),
India’s largest private sector company, is the first telecom operator to hold pan India Unified
License. This license authorises RJIL to provide all telecommunication services except Global
Mobile Personal Communication by Satellite Service.

RJIL holds spectrum in1800 MHz (across 14 circles) and 2300 MHz (across 22 circles) capable
of offering fourth generation (4G) wireless services. RJIL plans to provide seamless 4G
services using FDD-LTE on 1800 MHz and TDD-LTE on 2300 MHz through an integrated
ecosystem.

RJIL is setting up a pan India telecom network to provide to the highly underserviced India
market, reliable (4th generation) high speed internet connectivity, rich communication services
and various digital services on pan India basis in key domains such as education, healthcare,
security, financial services, government citizen interfaces and entertainment. RJIL aims to
provide anytime, anywhere access to innovative and empowering digital content, applications
and services, thereby propelling India into global leadership in digital economy.

Three Stage Service Consumption Model – Telecommunications

Pre-Purchase Stage
The first stage of the service consumption model begins with need awareness which refers to a
decision of an individual or group of individuals to use or buy a service. In case of
telecommunication services, an individual’s decision of buying a new sim card or porting to
other telecom company could be called as need awareness.
Once the awareness of need happens, the potential consumer of service would like to know
what companies are providing the services that he/she are aspiring to buy. This will lead them
to Information Search. It will let him/her to come across different companies providing the
similar services, other attributes like price, amount of data, free/paid calling services, texts and
more. This will help the potential consumer to have a detailed evaluation of the alternatives
available in the market.
The needs of a consumer can be triggered by the following:
1. Unconscious Minds
This refers to the personal identity or aspirations.
2. Physical Conditions
It can be referred as the actual need of telecommunication services for data and calling.
3. External Sources
The need can be a result of company’s marketing or CSR activities that influences an individual
to buy the product.

Evaluation of Alternative Services:

Evaluation of alternative services is followed once the individual sets the consideration of
buying a service. It forms the part of the purchase decision. Different models can be used for
evaluating the alternatives. In case of choosing a telecommunication service provider, an
individual may assign different weights to his preferences of the service. Then he may rate the
quality of those attributes. For example, Reliance Jio provides a low speed data even if your
data limit is met for the day. This could be the differentiation among other providers. Therefore,
an individual who has more consumption of data may have this attribute as his first preference.
The other complimentary services like live TV streaming, music streaming services may also
play a major part in the purchase decision of an individual. For example, an individual looking
for free TV streaming services would opt for Jio Telecom as it provides the live TV streaming
services for free to its users. Jio has strategically entered the market and have made sure that
they rule the preferences or the choices of the customers so that the company stands first in the
evaluation matrix when the consumers compare the alternatives using different measures. Jio
has gradually provided more portfolio of services then its competitors which is very
differentiating it from its peers.
Service Encounter Stage:
Here, the consumption of the service takes place and it makes it the most crucial stage of the
consumption process for the organisation. The organisation has to assure proper delivery of the
service as the consumer is going to experience the service at this stage. In case of Jio Telecom,
the service encounter stage is when the customer makes a call, text, uses data or any of the
complementary services that it provides. The intersection of the consumers expectation and the
actual value the service possesses happens here. If the organisation is able to deliver more than
the customer’s expectation then it’ll make a strong preference for the consumer about using its
services. This is the reason why Jio has had very quick and easy consumer service responses
through customer care services which includes chat option, call option and also active email
services on it’s “MY JIO APP’ platform. Jio ensures total connect with its consumers in the
times when there is low network, data connectivity issues, call drops and more. Jio has
definitely outperformed the customers expectation by introducing the revolutionary 4G
services and giving unlimited data and free calls during its entry into the market.
POST ENCOUNTER STAGE
The post encounter stage consists of consumers’ attitudinal and behavioural responses to the
service experience. From Jio’s point of view, consumers responses such as customer
satisfaction, service quality perception, repeat purchase and customer loyalty are very
important. It is because Jio has made its entry into the market that is of very oligopolistic nature.
There are already few companies providing similar service with similar pricing and everyone
is enjoying the share of quite equal pie. Therefore, the post encounter stage for Jio possess great
importance and therefore it has strategically positioned itself and also made very easy for
customers to interact with the company by laying service centres named Jio Digital Store in
every town and in every area of big cities. This helped the customers solve their queries very
instantly and it resulted into customer loyalty as their problems got resolved in no time.
This stage is such where the customers evaluate the service performance they have experienced
and compare it with their prior expectations. Jio has ensured the roll-out of its services in such
a way that it resulted into high satisfaction of majority of the consumers. Services involve
different levels of contact with the service operation. Telecommunication services fall at the
lower level of the consumer contact spectrum where the contact between the services and the
service operation is very low comparatively. Jio Telecom has ensured very smooth functioning
of its services by making use of proper testing before the launch of its services to the customers.
This has helped them better their operations by making use of efficient feedback systems from
its pilot testing before it’s official launch. This has made the contact even more less as the
probability of consumer facing any problems with the services got lowered due to good quality
tests. This has helped Jio build a loyal customer base and outperform its competitors. The rate
of conversions that Jio achieved from other companies by easy porting facility at its Jio Digital
Stores and also making the Jio Sim Cards available to the customers at their doorstep has made
the service delivery very accurate and easy.
DFL EVENTS
Introduction:
DFL events is an event company which helps the customers in providing consultancy,
designing and management all together. It is new but has a very energetic and enthusiastic
team. DFL will help you with providing a better output by understanding your vision. It is one
stop solution for all designing needs.
Mission:
Their mission is to turn the dreams, expectations and ideas of their clients into reality. They
aspire to fulfil the smallest wish of their clients to the best of their clients.
Vision:
Their vision is to grow slowly and gradually in what they do. Be it coming up with new and
different themes or increasing the magnitude of our production. As the expectation of their
clients grow, they hope to grow enough to fulfil them.
DFL’s future solely lies in the hand of their clients. They aim to maintain a good rapport with
clients and would not give any chance to not satisfy clients with their services. They aim to
establish and maintain client relationships which itself is the future of DFL.
They provide complete pack of management needs. They deal in:
● Weddings
● Corporates
● Exhibitions
● Consultancy
● Design
● Management
Consumption model for DFL events:
Pre Purchase Stage:
The first stage in the service purchase process, where customers identify alternatives, weigh
benefits and risks, and make a purchase decision. The decision to buy and use a service is made
in the pre purchase stage. Individual needs and expectations are very important here because
they influence what alternatives customers will consider. If the purchase is routine and
relatively low risk, customers may move quickly to selecting and using a specific service
provider. But when more is at stake or a service is about to be used for the first time, they may
conduct an intensive information search (contrast how you approached the process of applying
to college versus buying a pizza or a hamburger!). The next step is to identify potential
suppliers and then weigh the benefits and risks of each option before making a final decision.
This element of perceived risk is especially relevant for services that are high in experience or
credence attributes and thus difficult to evaluate prior to purchase and consumption. First-time
users are especially likely to face greater uncertainty. Risk perceptions reflect customers'
judgments of the probability of a negative outcome. The worse the possible outcome and the
more likely it is to occur, the higher the perception of risk.
When customers feel uncomfortable with risks, they can use a variety of methods to reduce
them during the pre-purchase stage. In fact, you've probably tried some of the following risk-
reduction strategies yourself before deciding to purchase a service:
● Seeking information from respected personal sources (family, friends, peers)
● Relying on a firm with a good reputation
● Looking for guarantees and warranties
● Visiting service facilities or trying aspects of the service before purchasing
● Asking knowledgeable employees about competing service
● Examining tangible cues or other physical evidence
As far as DFL events is concerned, adequate information is provided on their website. They
have mentioned about their gained expertise so that the clients get attracted accordingly. This
helps the customers to understand what all DFL events is about and would also help them in
choosing what is right and best for them. After going through the website clients can enquire
more about the services either by visiting the office or by asking people who have already
purchased service from DFL events. By looking at the website most of the information is
gained by the clients which would help them to decide whether to go for DFL events or not.
Word of mouth is an important factor over here which would help clients to get a better idea
of what kind of services are provided by DFL events. DFL events also attracts the clients by
welcoming them to see their work, this would help them to make clients trust in them and
satisfy the clients need and expectations.

Service encounter stage:

In the wake of choosing to purchase a particular service, clients experience at least one contacts
with their picked service supplier. The service encounter arrange regularly starts with
presenting an application, mentioning a booking, or putting in a request. contacts may appear
as close to home trades among clients and service workers, or generic collaborations with
machines or PCs. In high contact services, for example, eateries, social insurance, inns, and
open transportation, clients may turn out to be effectively associated with at least one service
forms. Frequently, they experience an assortment of components during service conveyance,
every one of which may give signs to service quality. Service situations incorporate the entirety
of the substantial qualities to which clients are uncovered. The presence of building outsides
and insides; the nature of goods and gear; the presence or nonappearance of soil, smell, or
commotion; and the appearance and conduct of different clients would all be able to serve to
shape desires and view of service quality. Service staff are the most significant factor in most
high-contact service encounters, where they have direct, vis-à-vis connections with clients. Be
that as it may, they can likewise influence service conveyance in low-contact circumstances
like phone based service conveyance. Proficient clients regularly anticipate that representatives
should pursue explicit contents during the service encounter; exorbitant deviations from these
contents can prompt disappointment. Taking care of service encounters successfully with
respect to the representative for the most part joins learned aptitudes with the correct sort of
character.Bolster services are comprised of the materials and gear in addition to the entirety of
the behind the stage forms that permit front stage representatives to do their work appropriately.
This component is basic, on the grounds that numerous client contact representatives can't play
out their employments well without accepting inside services from help faculty. As an old
service-firm maxim goes: "On the off chance that you aren't adjusting the client, you are
overhauling somebody who is. Different Customers When clients use human preparing or
mental upgrade handling services, they frequently wind up in closeness to different clients.
Sitting areas at a restorative facility might be loaded up with different patients; trains,
transports, or flying machine are generally conveying numerous travelers on the double,
expecting voyagers to sit by outsiders. So also, eateries serve numerous benefactors all the
while, and an effective play or film will draw in a huge group of spectators (truth be told, the
nonattendance of a crowd of people is an awful sign!). Tragically, a portion of these different
clients once in a while act seriously, accordingly bringing down the service understanding.
Administrators need to envision such occurrences and have emergency courses of action set up
for how to manage the various kinds of issues that may happen. Once the customers are ready
to invest their time, money and energy with DFL events, the team briefly makes them fill a
questionnaire which contains the whole idea of how they really want the event to happen. This
process is quick, accurate and brief, this because the order gets confirmed and the customer is
firm enough to believe that they are investing in the best. This questionnaire helps the company
to work according to the needs of the clients so that they are happy and satisfied while
consuming the service. DFL events also has a team which would help the clients during the
service being conducted be it wedding or corporate events. DFL events provides services
according to the clients need and would also suggest what would make the service which is
incorporated look better. This helps the clients to trust the company and would make them
believe that they chose the best.

Post purchase stage:

During the post purchase stage, customers continue a process they began in the service
encounter stage—evaluating service quality and their satisfaction/dissatisfaction with the
service experience. The outcome of this process will affect their future intentions, such as
whether or not to remain loyal to the provider that delivered service and whether to pass on
positive or negative recommendations to family members and other associates. Customers
evaluate service quality by comparing what they expected with what they perceive they
received. If their expectations are met or exceeded, they believe they have received high-quality
service. If the price/quality relationship is acceptable and other situational and personal factors
are positive, then these customers are likely to be satisfied. As a result, they are more likely to
make repeat purchases and become loyal customers. However, if the service experience does
not meet customers' expectations, they may complain about poor service quality, suffer in
silence, or switch providers in the future. In the post purchase stage, the DFL events expects
their customers to give them feedback and promises to work upon it. By doing this they find it
feasible to work upon. Their customers are also satisfied by this approach. This would help
them to work upon their flaws and would do it better next time. This also helps them to retain
their clients who would be loyal towards their service provider. DFL events provide a platform
on their website where customers can put in their suggestions about how the service was
conducted. They ask whether the expectations were fulfilled or not, whether the clients were
satisfied with their work and what all needs to be improved. All the suggestions and ideas are
welcomed on their social media pages. Through this DFL events is able to gain trust of their
existing clients as well as new clients.
 Blue Dart Express Ltd.

Introduction
Blue Dart Express Ltd. is an Indian logistics company. It is South Asia’s premier express air
and integrated transportation and distribution company. It offers reliable and secure delivery
of consignments to over 35,000 places in India.
As part of the DPDHL Group’s (DHL Express, DHL Global Forwarding & DHL Supply
Chain) Post - E-commerce - Parcel (PeP) division, Blue Dart accesses the largest and most
comprehensive express and logistics network worldwide, covering over 220 countries and
territories and offers an entire spectrum of distribution services including air express, freight
forwarding, supply chain solutions and customs clearance.
In pursuit of sustainable leadership in quality services, we have evolved an infrastructure
unique in the country today:

● State-of-the-art Technology, indigenously developed, for Track and Trace, MIS, ERP,
Customer Service, Space Control and Reservations.
● Blue Dart Aviation, dedicated capacity to support our time-definite morning deliveries
through night freighter flight operations.
● A countrywide Surface network to complement our air services.
● Warehouses at 85 locations across the country as well as bonded warehouses at the 7
major metros of Ahmedabad, Bangalore, Chennai, Delhi, Mumbai, Kolkata and
Hyderabad.
● ISO 9001:2015 countrywide certification by Lloyd's Register Quality Assurance for our
entire operations, products and services.
● E-commerce B2B and B2C initiatives including partnering with some of the prime
portals in the country.

Vision
Our vision is to establish continuing excellence in delivery capabilities focused on the
individual customer.
Services
● Mail Delivery
● Package and Courier Delivery
● Air Mail and Package Delivery
● Live Tracking
● Packaging of Fragile or Dangerous Goods
● International Delivery (DHL)
Consumption Model for Blue Dart Express Ltd.
Pre-Purchase Stage
1. Awareness of Need:
The process of consumption of a service starts from the arousal of need and thus it is the first
step in the model. If there is no need for the customer for a particular service, he would not
even think about it. The customer decides to buy a particular service in this step and would
then look for different options for availing the service in the subsequent steps. For Blue Dart,
a customer’s need is to send a package to a certain location. The customer has known that there
is a need to send the package through a courier service and thus there is when the need of the
service is aroused.
2. Evaluation of Alternatives:
After the customer finally knows that there is some need of a particular service, he will then
look at the different options form where he can avail the service. There are certain steps that
need to be followed for finding the best Logistics company for the service required.
● First, the customer should list down the names of the companies that can perform the
task that the customer wants them to perform. The customer must choose the companies
on the basis of credibility as well. Like, there are over 1,00,000 courier companies in
India but only 1% or 2% of the companies will be best at what they do.
● Second, the customer must then jot down the estimated delivery duration for the
companies and filter them accordingly. The customer must also consider the distance
of the destination from the place of origin.
● Third, the customer should then look for the charges that each company is charging for
the required service. And filter the companies that match his/her budget.
● Fourth, this is the final step where the customer will visit the desired company and will
place the order for the service.

Service Encounter Stage

This is potentially the most crucial stage of the whole Consumption Process. This is the stage
where the customer makes the purchase decision of the service from a selected company. This
stage is crucial because the customer has followed the first stage of the model and is now having
a set of expectations in his mind about the company and the service. The customer is expecting
most from this company in comparison to rest and thus has selected this company for availing
the service. The company has the first genuine chance to meet the customer expectation and
may be try to outperform those expectations in order to win future purchase decisions along
with the current one. There are certain levels of expectations from the customer like the
adequate level, the predicted level and the desired level. If there is a gap between the adequate
level and predicted level, then it is the zone of tolerance. The company must ideally aim to
achieve the predicted level of expectations and if they can achieve the desired level of
expectations, then it is in the best interest of the company and the customer.
● The adequate level for a logistics company will be to provide basic service of timely
delivery and safety of the parcel.
● The predicted level should be, that the company must provide the highest quality of
delivery with minimum fuss, not being hard on the pocket of the consumer and also
efficient.
 ● The desired level would be, that the company goes out of the way to serve best to the
customer and provide facilities that the competitors don’t offer like live tracking of the
parcel, packaging of the parcel, same day delivery facilities, etc.
We can say that Blue Dart is somewhere in between predicted level and desired level for a
delivery of a parcel. Blue Dart has nailed all the services that a customer would expect at the
predicted level as it provides highest quality of delivery, is not very expensive and also is one
of the best in the business when it comes to efficiency. Blue Dart also provides services like
packaging of parcel, live tracking but is still not effective in the same day delivery facility.

Post Encounter Stage

The post encounter stage is when the customer will evaluate the service that he has availed
from his selected company. The customer will also form an idea for the future encounters and
the need for the same service if arises in the future. For a logistics company, this is a crucial
stage because the service will end in a matter of days and then they need to look for new
customers. Big companies in India will be having to use this service very regularly and thus
the onus of maintaining good customer relationships and providing after sales services falls on
the company in order to retain the regular business. They must also focus on the individual
customers as the need for the service may arise for them in the future as well and that is when
the company should be the first one to come to their minds and should retain the business from
them as well. For Blue Dart, since its inception, it has focused on providing the customer with
what they have promised and also have maintained good relations with all of their customers,
be it an organisation or an individual customer. Blue Dart is one of the best companies in the
country and also in the South Asian region because of their desire to retain the customers. From
my personal experience with the company, I would choose this company over any company in
the country because I can trust Blue Dart because of past successful deliveries. My father’s
company has been using Blue Dart since 2008 and they have never had a complaint till today
and this is the base of the customer-company relations. The company has been able to win the
trust and confidence of the customers and most importantly has been able to retain the trust and
confidence of the customers for future services.
Zomato
Zomato is an Indian restaurant aggregator and food delivery start up founded by Deepinder Goyal
and Pankaj Chaddah in 2008. Zomato provides information, menus and user-reviews of
restaurants, and also has food delivery options from partner restaurants in select cities. As of 2019,
the service is available in 24 countries and in more than 10,000 cities. Launched in Delhi 11 years
ago, Zomato has grown from a home project to one of the largest food aggregators in the world. We are
present in 24 countries and 10000+ cities globally, enabling our vision of better food for more
people. We not only connect people to food in every context but work closely with restaurants to enable
a sustainable ecosystem.

Pre-purchase stage
Awareness of need
The awareness of need for different individuals comes from different sources. There are not many
reasons when a consumer wants to use a food delivery application:
1. Hungry and want to order food.
2. Get your favorite food dishes at your doorstep.
3. Get food at cheaper rates.
4. Restaurant search and reviews.
5. Avail offers and discounts at the restaurant.

Some other available providers for online food ordering are: Swiggy, Uber eats, Food Panda, Fasos,
etc.
Information search
Once the need for ordering food online has arrived, consumer can get the information about the
available alternatives in different ways. Some sources of information search for a consumer are:
1. Heavy marketing
2. Past experiences of Consumers
3. Online search
4. Advertising
5. Friends
6. Online recommendations
Evaluation of Alternatives

Selection
Attributes

Cost Quality Ancillary services

Offers and Customer

Delivery Speed
Discounts support

Premium
Delivery Charges Food Packaging membership
benifits

premium Delivery
Better choice of
memembership executive
restaurants
chargees. support

Advertisments
and Sponsorships

Make decision
After evaluating the alternatives on the above mentioned selection criterions, the most important
step are to select the alternative. So on the basis of the selection criterions the company selected for
consumption of food delivery application is ZOMATO. The desired quality level is high and the cost
factors also matter a lot, there is a moderate impact of the ancillary services on the consumer.

Service encounter stage

Service request/Self service
The service is request is basically done by ordering food online from the Zomato app, availing the
benefits of Zomato Gold at the restaurants or by searching for restaurants on the Zomato app.
As for the most of us, we prefer a low contact service and with the help of the Zomato app we can
order food online to our doorsteps. For that one must provide his/her delivery address, Contact details
and payment details. One can choose the most convenient payment methods from the available
payment option. Then place the order.

Service Delivery by personnel

After the order is placed, the consumer has to wait for the estimated delivery time for the order to
get delivered. Once the order is prepared by the restaurant, the Zomato Delivery Executive delivers
the ordered items at the consumer’s doorstep. Billing is done at the time of delivery in cash mode or
at the time of ordering from online payment methods.
Theatre as a metaphor for service delivery
Stage- Zomato App
Props- Zomato website, Zomato offers
Actors- Zomato Application interface
Back-stage - IT and operations
Production – Zomato ltd
Perceived Control Theory
Customers feel more satisfied when they have a perceived control during service situation. When
Customers order food from Zomato, they have an option of giving any special instructions about how
they want their food to be like. As different people have different needs and preferred taste for their
food.

Post-Encounter Stage
The Expectancy-Disconfirmation model of satisfaction
Performance expectations: When a customer orders food from the Zomato app he/she expects that
that the food will get delivered in the estimated arrival time and with good packaging. Zomato
keeps up with all the customer expectations by delivering the food in the least possible time
24/7 and Zomato has also designed special spill free packaging for their customers.

Percived Performance: When a customer orders food, the customers want the food to be delivered at
their home in shortest time. Zomato meets up with the customer’s level and matches the
customer expectations with the perceived performance. Zomato gives delivery on time to
their customers and offer post-delivery customer service in which customers can give
feedback or put their complaints related to any order.

Zomato tries to solve the customer complaints by providing them with refunds or order replacements,
thus increasing the chance of repeat purchase.

Dimensions of SERVQUAL model

The model studies service quality form five different dimensions which are stated as follows –

1. Reliability: It's the ability to handle the service in a reliable and accurate manner. It
shows that the organization is delivering on its promises – promises about delivery, service
pricing.
2. Responsiveness: It is a desire to help consumers and to provide speedy service.
3. Assurance: It is the wisdom and kindness of workers for the ability to persuade faith and
confidence.
4. Empathy : This means providing the customers with compassion and individualized attention.
5. Tangibles: Because the facilities are intangible, consumers derive their understanding of the
quality of the service by contrasting the measurable elements of the services offered.
The variables that can be considered for the same are –
RELIABLITY DIMENSIONS
● Delivery of Food
● Good Packaging
● Timely Delivery and updates of the order

RESPONSIVENESS DIMENSIONS
 ● Willingness of customer support executive to help you
● Willingness of delivery executive to coordinate with you
● Listening to your problem and finding a quick solution for it

ASSURANCE DIMENSIONS
● Food delivery apps deliver food on time
● Food delivery app provides food at cheaper rates
● Food delivery app is serviceable in my area
● Customer support executives will solve my grievances

EMPATHY DIMENSIONS
● Delivering food as fast as possible
● Delivering food 24/7 convenient to all customers
● Apologizing the customers for mistakes and giving those refunds or replacements.

Future Intentions
In this industry the switching costs to the customers are moderate, so if the customers do not like the
service or if the service quality does not meet the customer expectations customers will switch to
another delivery service.
However, Zomato has an advantage over its competitors as it offers other services like Zomato Gold
and restaurant reviews and search options. This feature is not available in any other applications and
they serve only they cater only to food delivery service.
If the customer is satisfied with the purchase, he will make a repeat purchase in terms of placing more
orders on the food delivery app. A customer might try other service providers in this industry to
explore better discounts or better choice of restaurants. But once customers are delighted they will
become a loyal customer and also do become a Word-of-Mouth for the company.

Narayana Hrudayalaya

Pre purchase stage:

The process of consuming the service for the consumer starts with the need to consume. If
there is no need to consume the service then the consumer might not think about it. In the first
step the consumer gets aware about about the need to consume the service. Further, the
alternatives are studied and then decided which service to choose. Here the narayana hospital
provides the best heart and other specialised treatment along with the arm of providing primary
care facilities. In the first stage the need arousal of consumer for availing some such service
would have been taken place.

Second step then for the consumer would be to then gather the alternatives which provide
similar service as the consumer wants. After deciding the alternative they consumer must
weigh them on the basis of the benefits and risk each alternative has attached with it. Here in
case of nurshing service there are many country wide renowned organisation and there are
also few local organisations which provides the same services as the Narayana group. Then
as this type of services are high contact services the consumer may also need to decide on
the various risk that are perceived and analyse them before deciding the apt service.
Now specific functional analysis of the organisation that provide similar service would be done
on this points:
● No. Of caretakers.
● Types of service at home.
● Time of service offered.
● Amount charged against the service offered.
This are some attributes on which the consumer will decide which service to choose.

Third then at last the consumer decides and go to avail the service.

Service encounter stage

Nursing facilities as classified one of the high contact service among the other services in the
market. The service provider need to be more careful about the way they offer the service to
their customers. Narayan being one of the best in their sector need to take care of the offering
as per the consumer expected service. They can offer more than the code of conduct but can
not afford offer anything less the consumer expectation as it would lead to a high level of
dissatisfaction among their consumers.
As availing the service each consumer would expect a professional staff which would educate
the consumer about what is to be done and provide assistance to their need a every level of
the offering. Right from the the first encounter with them the nursing staff should be polite and
helping as in this kind of service the consumer is perceiving a high level of risk and any mistake
from the organisation would lead to a bad word of mouth and other channel reviews among
the society. Utmost care is also needed as these are not services that any individual avail very
often. There is also an emotional connect of the consumer and their relative with them which
also states that the organisation need to cater the need of all of them along the process of
service offering.
Aligning the servuction of this is :
● Cleanliness of the premise
● Waiting area for the patient and their relatives
● Operating tools (quality and perfection)
Thus there is no zone of tolerance for such services and this type of service is on very high
scale of involvement in the hierarchy.

Post encounter stage:

According to the dimensions used by the consumer to evaluate any service:

● Tangibles - the quality of the equipment and the ambience was to the point and will
definitely recommend others
● Reliability - as per the expected service the provided service was upto the mark and
also reliable
● Assurance - this attribute evaluated was the doctor and other staff were honest in their
practices. Was the offering risk free and welcoming for the consumer any time further.
● Empathy - the nursing home should be high on this as they need to understand every
customers need and address them as per the code of conduct.
The post consumption phase is also important in this sector as the consumer may need
assistance on the service offered to him at any time. So for them they are responsible for
providing the assistance as needed to the consumer.