Assignment Questions1are You Loyal Tosome Ofthebrands If So Pic ✓ Solved

Assignment Questions: 1. Are you loyal to some of the brands? If so, pick any one of your choice and explain why you believe you are loyal to, beyond that you simply like the brand. If not , pick a brand that you like and explain how you would feel and act differently toward the brand if you were loyal to it. Critically Examine. (2.5 Marks: Minimum 150 Words) 2.

You have been sitting in the waiting room of your mechanic’s shop for more than an hour. With the knowledge that products are different from services, develop a list of the things the shop manager could do to improve the overall service delivery. Critically examine how the shop might overcome problems associated with the tangibility, separability, heterogeneity, and perishability of services. (2.5 Marks: Minimum 150 Words) Note- 1. Examples should be relevant to the local Market of Saudi Arabia. 2.

Validate your Answers with Minimum 2 References(Research Article/Book Chapters/Reviewed Journals etc.) for each question. 3. Read Carefully the above general Guidelines before submitting your Assignment. Answer: 1. 2.

Paper for above instructions

Answer to Assignment Questions

Question 1: Brand Loyalty

As a consumer, I have developed a strong loyalty towards Apple Inc., primarily due to its innovative products, seamless ecosystem, and brand identity. My loyalty to Apple transcends mere liking; it is rooted in several key factors.
First, the quality of Apple’s products is exceptional. The brand has been recognized for its attention to detail and high manufacturing standards. For example, the iPhone consistently ranks high in terms of customer service and product reliability (Barker et al., 2018). This reliability fosters confidence in the brand, which is a crucial element of brand loyalty (Aaker, 1991).
Second, the ecosystem that Apple has built is undeniably a significant factor in my loyalty. The integration between devices—iPhone, MacBook, iPad, and Apple Watch—allows for a smooth user experience that is difficult to replicate with other brands. For instance, I can easily share files between my devices using AirDrop and synchronize my calendar and emails effortlessly across platforms (Sweeney et al., 2018). This interconnectedness solidifies my reliance on Apple products.
Lastly, Apple’s strong brand identity plays a critical role. The company has cultivated a premium image that resonates with consumers who value quality and innovation. This image is not just about the products; it extends to the customer service and experience offered at Apple Stores (Keller, 2016). The in-store experience of customer support and product demonstrations amplifies my attachment to the brand, creating a sense of community among Apple users.
In summary, my loyalty to Apple is influenced by product quality, an integrated ecosystem, and a robust brand identity, elevating my experience from mere admiration to genuine loyalty.

Question 2: Improving Service Delivery in a Mechanic's Shop

Waiting for an extended period in a mechanic's shop can be frustrating for customers. To improve overall service delivery, the shop manager should focus on several areas influenced by service characteristics such as tangibility, separability, heterogeneity, and perishability.
1. Tangibility: While services are inherently intangible, providing physical elements such as a waiting area with comfortable seating, free Wi-Fi, and refreshments can enhance customer experience. For instance, in Saudi Arabia, such amenities can mitigate discomfort during long waits, making the environment more welcoming (Zeithaml et al., 2018).
2. Separability: Mechanic services involve a high degree of interpersonal interaction between customers and mechanics. Ensuring that mechanics communicate effectively with customers about the work being done can improve the perception of service quality. Providing regular status updates, perhaps through SMS notifications about vehicle status, can make customers feel more engaged and valued (Bitner & Hubbert, 1994).
3. Heterogeneity: The quality of services can vary based on who is providing it. To standardize service delivery, the workshop should implement training programs for all staff. Consistent training ensures that all mechanics approach customer service and technical tasks with the same level of professionalism and care, leading to a coherent customer experience (Kwortnik, 2003).
4. Perishability: Unlike goods, unsold service time cannot be inventoried. The shop can utilize appointment scheduling to manage customer flow effectively. Offering discounts during slower periods can also help maximize the utilization of technician time, ensuring that services are provided efficiently (Bharadwaj et al., 1999).
By addressing these aspects—tangibility, separability, heterogeneity, and perishability—the mechanic shop can significantly enhance customer satisfaction and overall service delivery.

References

1. Aaker, D. A. (1991). Managing Brand Equity: Capitalizing on the Value of a Brand Name. Free Press.
2. Barker, M., T. Cahill, S., & Scarborough, L. (2018). Evaluating the brand loyalty of consumers for Apple Products: A Case Study. Journal of Consumer Culture.
3. Bharadwaj, S. G., Varadarajan, R. & Fahy, J. (1999). Sustainable Competitive Advantage in Service Industries: A Conceptual Model and Research Propositions. Journal of Marketing.
4. Bitner, M. J. & Hubbert, A. R. (1994). Encounter Satisfaction versus Service Quality: A Conceptual Consideration. In Service Quality: New Directions in Theory and Practice.
5. Keller, K. L. (2016). Strategic Brand Management: Building, Measuring, and Managing Brand Equity. Pearson.
6. Kwortnik, R. J. (2003). Unifying Service Marketing and Operations with Service Experience Management. Journal of Service Research.
7. Sweeney, J. C., Soutar, G. N., & Mazzarol, T. (2018). Customer Satisfaction and Loyalty: The Role of Quality and Value. Journal of Retailing and Consumer Services.
8. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill Education.
9. Berry, L. L., & Carbone, L. P. (2007). Build Loyalty Through Experience Management. Marketing Management.
10. Grönroos, C. (2000). Service Management and Marketing: A Customer Relationship Management Approach. John Wiley & Sons.