Distinctive characteristics of service operations

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Reference no: EM132201782

1. Illustrate the “distinctive characteristics of service operations” for a service with which you are familiar. What factors are important for a manager to consider when attempting enhancing a service firm’s image?

2. Critique the “Distinctive Characteristics of Service Operations” by arguing that the characteristics of customer participation, simultaneity, perishability, intangibility, and heterogeneity may apply to goods as well.

3. Thoroughly discuss the competitive strategy of an MNE of your choice which applied one or combination of generic strategies.

4. One of the unique characteristics of services is the active participation of the customer in the service production process. Identify three parties in the service encounters and explain how they can be dysfunctional and how to create a beneficial service encounter.

5. Discuss how self-recovery can be designed when self-service failure occurs at a firm of your choice with appropriate examples.

Reference no: EM132201782

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