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Customer Satisfaction and Service Quality - Operation Strategy
Although you have seen examples of the dimensions along which companies compete and approaches to operations strategy formulation illustrated by the approaches of Hill , Platts and Gregory and Slack, it is important to consider the dimensions of service quality. The following well known analysis by Parasuraman, Zeithaml and Berry (1985, 1994) is based on a 'gap' or disconfirmation model.
Essentially we are attempting to define customer requirements or service quality. Parasuraman et al describe ten determinants of service quality.
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1. A workstation must produce 400 units an hour. It takes 24 minutes to receive the necessary material for production from the previous workstation. Output is moved between worksta
uses and application in managerial decision making
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Q1. What is a learning organization? Q2. 1. "JUST DO IT" advertisement for Nike. What is the marketing purpose of this slogan? Is this slogan effective? 2. "DAIMONDS ARE FORE
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