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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.
How would you respond to Coca Cola's change in sales policy? How would you ensure Pepsi's board that this response will allow you to remain competitive and profitable?
What is a "common-size financial statement" and how would it assist you to manage your business successfully?
After working for 30 years, Ramjee Somjee Dutt opted for VRS and started a courier company and did very well in the first four years. He was now looking for expansion of his busine
what is learning curve?
After working for 30 years, Ramjee Somjee Dutt opted for VRS and started a courier company and did
Discuss how a fast-food restaurant could measure its quality effectiveness using each of the following definitions of quality; product-based, user-based, value-based, manufacturing
How important is candour in crisis communications?
To construct an electricity generating unit, a company has to install 60 items. One team takes on an average 30 days to install one item. A team works for 300 days/year and managem
Fireside Tire Company, a manufacturer of radial tires for sport utility vehicles, sells its products in the automotive aftermarket and distribution them throughout the United State
Select one chronic disease such as diabetes or heart disease. Assume that you are working for a county public health department with staff nurses and physicians. You want to run a
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