Running Head: SUPPORT SERVICES FOR CHROMECAST 1
Support Services for Chromecast
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SUPPORT SERVICES FOR CHROMECAST 2
Services
One of the primary value chain activities according to Porter’s value chain model is
the support services. According to Porter’s value chain model, the support services include
activities that are aimed at maintaining or enhancing the value of the product/service to the
target consumers after it has already been sold to them (van Weele, 2009). These services
often vary from organization to organization or based on the nature of the product/service.
However, in most cases, the services include customer support, installation, maintenance, and
repair services. As a value-adding activity, it is important that Google Inc. consider including
appropriate after-sale and support services to the customers who purchase Google
Chromecast. This will ensure that the customers derive the intended value from the product.
Otherwise, the customers would feel that they are not getting the expected value because of
lack of the necessary support and after-sale services. As Kotler et al. (2015) note, support
services form an important part of the whole customer brand experience.
Considering the nature of the product as a new technology for personal and home use,
customers will expect and need several support services. First, the customers will expect to
have support in the installation or setting up Google Chromecast. Being a new product means
that most of the customers will not be aware of how to install or set up the product to start
using it. Therefore, the company will provide a user-guide as part of the support services to
