9 Ineffective recruitment : motivation, culture, knowledge
9 Lack of empowerment and teamwork
8 Over-focus on transactions and new customers ( no relationship: old customers)
8 Performance Measurement System
7 Complaints are hassled : best avoided : no recovery mechanism
7 Poor fit of people with customers and technology
7 Problems with service intermediaries
5 Reward systems
5 Poor communication across units and branches
4 Vague, undefined service design
4 Service standards are not customer driven
4 Internal marketing program is absent
3 Service design not linked to positioning
3 Standard Operating Practice (SOP) not defined
3 Inadequate customer education
3 Poor horizontal communication : sales operations communications
2 MOT not reported “upstairs” : Management is remote from MOT
2 Servicescape does not meet either customer needs or employee needs
2 Demand and supply not matched. Inappropriate customer mi
1 Inadequate market research
1 Poor Job design
1 Customers who lack knowledge of their roles and scripts
1 Customers negatively impact each other
1 No attempt to manage all communications in a consistent fashion
1 Overpromising in ads, personally and physical evidence
0 Maintenance of Servicescape not planned
0 Each communication is independent : no coordination
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