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As a customer, how would you assess the quality of a service that you would want to try?
Step by step
Solved in 2 steps
- How would you define evaluating the quality of the service?What steps should Kristen recommend to the general manager? Develop a service blueprint of the check-in process. How might this be used to improve the situation?Measurements and metrics pertaining to customer service are essential; nevertheless, what are the potential drawbacks associated with having an excessive number of these types of measures?
- List and define five dimensions of service quality. Describe the services provided by a firm you do business with (e.g. your bank, your doctor, your favorite restaurant) on each of the dimensions. In your mind, has the organization distinguished itself from its competitors on any particular service quality dimension?By using examples, explain the various errors that can take place in an operation. How can service companies handle/reduce these errors?what is Quality of the service or product?
- Pay for Performance What type of service does it effect? Pros? Cons? Is it effective in improving quality?The servicescape is different in fast food restaurants when compared to upscale restaurants. Compare and contrast the servicescapes of McDonalds and a restaurant such as Ruth's Chris or Landry's. How do the servicescapes support the service expectations of customers and the actual delivery of services.Describe a situation where self-service and technology help create and deliver the customer benefit package to the customer. Provide examples of how such a system can cause a defect, mistake, or service upset.
- Crirical Thinking Sometimes service quality may not meet customers' expectations. What problems have you experienced with quality in the delivery of the following services? a. A haircut b. A dental visit c. Compute, repairs d. Your college education What do you think is the ,eason for the poor quality? How would you improve the quality of service?Supposed a company intends to offer a new service to some of its internal customers briefly discussed how the fact that the customers are internal would change the process of managing the four phases of the service lifeSystem service In the service encounter triad, what is the trade-off between the customer and the service organization?Select one: a. Satisfaction versus length b. Service delivery c. Lenght versus quality d. Effciency versus autonomy e. Efficiency versus satisfaction Why is measuring service quality a challenge?NOTE: This question has 2 answers, you should choose 2 answers NOT 1.Select one or more: a. Different customers may rate the service differently. b. Service may have an impact on future quality of life (Ex:healthcare) c. Customer satisfaction is determined by many intangible factors d. Customer satisfaction is determied mainly by price The process of creating value online is called what?Select one: a. Virtual value chain b. None c. online value chain d. Market space e. value chain