E-service quality-most challenging issues with employees

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Reference no: EM13960254

MARKETING

This question pertains to Chapter 13 on Managing Service Quality, a large part of the chapter. Please read the attached research article on E-Service Quality. Then answer the following questions

a. Why did two separate scales need to be developed to measure to measure e-service quality? How are they different?

b. Should these scales, or scales similar to these, be implemented in practice? If they should then how will you implement them so that they can have a measurable effect on delivered service quality?

1. Find a franchise owner, any industry, and ask the owner the following interview questions:

What experience did you have with owning a business prior to owning this franchise? (Get some details.)

What is one of the most difficult aspects of owning this particular franchise? (Explain, use follow up questions such as "Can you tell me more about that issue, what were the circumstances?)

What is one of the most challenging issues with employees? (Explain, use follow up questions such as can you provide me a specific example or share a story?)

Write up a clear response and share these responses you have gathered from the business franchise owner you interviewed.

Finally add this last item

What have you learned from this activity? Explain.

Reference no: EM13960254

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