List the eight different variables that influence service outcome and customer loyalty
What will be an ideal response?
The eight major variables that influence service outcome and customer loyalty are:
1. Pricing: High price, price increases, unfair pricing, or deceptive pricing prompt customers to change their loyalty.
2. Inconvenience: If a customer is made to wait for his appointment or service, there is a chance that he will think of shifting his loyalty.
3. Core service failure: Service failures, billing errors, or service catastrophe influence service outcome and customer loyalty.
4. Service encounter failures: If the customer service representative is uncaring, impolite, unresponsive, or unknowledgeable, the service outcome and customer loyalty is influenced.
5. Response to service failure: If the customer service representative exhibits negative response or reluctant response or no response at all, the customer's loyalty is likely to shift.
6. Competition: A customer's loyalty changes if he finds a better service.
7. Ethical problems: If a customer thinks that the service provider is a cheat or his services are unsafe, then he starts looking for another service provider.
8. Involuntary switching: If the customer has to shift his base or the service provider has to close down, the customer's loyalty undergoes an involuntary shifting.
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