Therefore, the service provider's task is to "manage the evidence", "tangibility the intangible". Cassettes: We are here mentioning the part taken from the case study of Enterprise Rent A-Car showing the solutions to minimize the intangibility in services. Enterprise Rent A-Car is the world's number 1 rental car company in North America and arguably the world. Jack Taylor founded Enterprise in 1957 in United States. It is a privately-owned business. Forbes ranks Enterprise as a number 16 in top 100 private companies in the United States.
To improve the image of the services and overcome the problem of intangibility of services being provided, certain measures were taken so that the laity of the services can be Judged before taking the services by customers which include; The attitude and helpfulness of the Enterprise employees The speed of the transactions The cleanliness of the cars and their outlooks. 2- Variability Because the quality of services depends upon who provides them, when and where, and to whom, services are highly variable as they vary.
Service buyers are aware of and they oaten talk to others bettor selecting a service provider. To reassure customers, some firms offer service guarantees that may reduce consumer reception of risk. Here are 3 steps that service providing firms can take to minimize variability. Invest in good hiring and training procedures. Standardize the service -performance process throughout the organization. Zurich@ is a major financial services group that was founded in 1872. Its headquarters are in Zurich, Switzerland.
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Today, the company employs 60,000 people. It serves customers in more than 170 countries. The company has offices in the Americas, Africa, Europe, the Middle East and the Asia Pacific region. Zurich operates in a very competitive marketplace. It needs to focus on providing the best possible products for its customers in order to compete and grow market share. Zurich offers a rich mix of services for these customers including: motor insurance buildings and contents insurance risk management business insurance programmer life insurance pensions and investments.
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