For a health care organization that offeres several service catagories, it is necessary to conduct service area analyses only in the most important service catagory. True/False
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For a health care organization that offeres several service catagories, it is necessary to conduct service area analyses only in the most important service catagory. True/False
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- When it is stated that a service driven company should redefine what the service should be, what is being suggested? Select one: a. The customer doesn't know what they want (size, weight, cost, etc.) b. The customer doesn't know how to ask for service improvement (cost, features, reliability, etc.) c. The customer may really want subtle features (fairness, features, information, etc.) d. The customer may really need some form of discount (less money, more service, or both)Service Intangibilty means that customers of a hair salon cannot see their haircuts until after the service is completed, How might a hair stylist use their own personal grooming and choice of work clothing to deal with this issue? Please use no more than 2 bullet points for your answerSystem 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
- Customers , vendors , business partners , and others who conduct business with an organization are an important source of information used in ERM . Select one : FalseThe sales manager of STC Telecommunication Company, conducts interviews of the sales representatives. During the interview, these questions were asked from the sales representatives which are related to the performance of their job: the percentage of the time spent in making presentations to new potential customers, telephone conversation with current customers, time spent working on the computer, and engaging in on- the job activities. What potential sources of error might be associated with the manager’s line of questioning specifically on the different tasks performed by the sales representatives?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.
- Suppose a company intends to offer a new service to ssome of its internal customer. Discuss how the fact that the customer are internal would change the process of managing the four phases of service life cycle.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?True or False: Most importantly, the Internet has empowered customers by letting them vent their rage about bad service—or reward good service—and send their comments around the world with a mouse click. Although a person who has a good customer experience is more likely to talk about it, someone who has a bad experience will talk to less people. The reality is that customers do not merely purchase and use a service; they play an active role in its delivery. Their words and actions affect the quality of their service experiences and those of others, and the productivity of frontline employees. Moreover, one study estimated that one-third of all service problems are caused by the customer. The growing shift to self-service technologies will likely decrease this percentage.
- Suppose a company intends to offer a new service to some of its internal customer. Discuss how the fact that the customer are internal would change the process of managing the four phases of service life cycle.In evaluating the quality of a service, Nick noticed the staff was very knowledgeable and were able to explain all of the options clearly. This evaluation is based on the _____ component of service quality. A.empathy B.reliability C.assurance D.responsivenessSupposed 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 life