Question

Many managers view the purpose of service business as making a profit, whereas some view the purpose as being able to create and maintain a customer. Explain how these alternative viewpoints could affect a company’s interactions with its customers. Use examples to illustrate your answer. If a manager views the purpose as being able to create and maintain a customer, does this mean that the manager is not concerned with profits?

Answer 1

The main function of a service business is the delivery of value to the customer.

• A service business is made up of experts who help in the delivery of a particular work. Examples of service businesses include food service, transportation, retail, distribution etc.

• It should be noted that every business wants to make a profit. Profit is important in order to grow the business. Despite the profit making motive of businesses, some businesses are more concerned with how to retain their customers.

In conclusion, it should be noted that the retaining of customers are vital in brand loyalty and the growth of the business.

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