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Tangibles - Customer Satisfaction and Service Quality
Include the physical evidence of the service: physical facilities, appearance of personnel, tools or equipment used to provide the service, physical representations of the service, such as a plastic credit card or a bank statement and other customers in the service facility.
Operations strategy development in the service sector is of the same genre as those methods already illustrated. Firstly, measure the gaps between current achievement and market requirements. Most service strategies are customer focused and dependent on a strengths and weaknesses analysis.
The PZB (Parasuraman, Zeithaml and Berry) approach is illustrated in the figure below (Parasuraman et al, 1985). The analysis shown was drawn up after a survey consisting of 12 focus groups and in depth interviews covering four nationally recognised US services firms covering retail banking, credit cards, securities brokerage and product repair and maintenance.
IT is one of most globally integrated corporate function how is IT different from other business areas when it comes to global integration? why do you think this is the case?
Determining Operations Strategy - Traditional and Emerging Approaches Three known and acknowledged procedures are presented here: the Hill, Platts and Gregory, and the Slack
What legitimates intruding into others lives' through unobtrusive surveillance, through market research, or by whatever means?
Can you think of organizations that use a differentiation and low-cost strategies? 2. Specifically, what conceptual steps would you take to get from a differentiation or low-cost s
How is the chase demand strategy opposite of level capacity? Chase demand strategies: Chase demand strategies are the totally opposite of level capacity in which the orga
a) Determine the total cost (purchase price + delivery cost) to make a Blaster unit using these woofer and tweeter components and each delivery combination option? W1 & T1: W2 &
What is Customer Relationship Management?
What criteria do you recommended to determine the credibility of a source of information? Develop a list of no less than 10 elements you would use to determine the credibility of f
You put your operations intern on the case, and she provided you with the following information: • The clinic generally sees two types of patients: simple and complex. • The
If you were CEO of your company what would you do differently to your compensation and benefits plan to make it more effective in aligning employee behaviour and performance with t
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