service quality

1.1 Explain how different methods of promoting products and/or services impact on customer service delivery

2. What were the weaknesses of each of the following methods of stabilizing the industry?

This assignment will define and analyse the need for a chosen service improvement within the pathway of mental health, as well as evaluating the suggested service. Demonstrating how this service can inform and benefit integrated practice, discussing the ways in which the agency’s statutory obligations and responsibilities impact on both individual and group decision making. The chosen service improvement for this assignment is the introduction of a mental health nurse into primary care services, for example, a GP Surgery. Focusing on service users with mental health issues in the community and therefore in the care of the local Primary Care Trust (PCT).

c. Based on your analysis, do you believe peak period pricing, by reducing arrival rates during period of heavy demand, might represent and effective means of reducing the costs of over scheduling?

3.) If the companies sales are down, people that work for the company would suffer.

and types of questions) will be presented at the start of the class prior to the exam. The

20) Which of the following is not one of the main sources of auto dealer profits?

a. The company wouldn’t produce replicas and change their business model (sales are still increasing roughly 20% each year)

4. Control – When handling a customer you have to be in control of every situation that you are stuck in.

B. The firm would stand to gain much additional revenue if its competitors did not follow suit by raising their prices.

a. We were already lagging behind the market to begin with. Unless we give an increase in the basic

7. Which of the following must be true if a firm is experiencing economies of scale?

D. The companies cost of service would be reduced, giving the company the ability to lower the cost to customers.

Today’s customers are more aware and empowered, and have more bargaining power due to the exponential increase in competition – direct, indirect or substitute. In retailing, they want hassle-free shopping, have less time at their disposal to locate the shop and the merchandise and are reluctant to keep waiting. The modern format retail stores are doing their best to anticipate the customer’s demands and are going all out to redesign their store interiors, offer more choices in varieties and assortments, and are giving as many services as feasible.

A service encounter is simply defined as a customer’s actual interaction with a service company. Shostack (1985) defined service encounter as the period of time that a customer interacts with a service. Merritt (1977:198), a linguistic scholar, views a service encounter as an instance of face to face interaction between a server who is ‘officially posted’ in some service area, that interaction being oriented to the satisfaction of the customer’s presumed desire for some service and the server’s obligation to provide that service. The service encounter is also known as the ‘moment of truth’ in which the customer often develops a perception about the business and often creates a differentiation from other competitors. Solomon et al (1985)