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How smart glasses can be used to improve airport customers’ experience if smart glasses are provided to every staff of an airport?
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- Is there a scale for how innovative a service can be?How you think about using service blueprinting to examine a current service operation? Do you think it’s a good idea to use the service blueprinting to envision a future service?After reading the stem et provided: Create a flowchart of the passenger arriving at an airport for departure process?
- Can you help me to do question number 2?Mini-Case -Hotel Flowchart and Blueprint. One of the ways that services marketers try to understand, manage, and control the service encounter experience is to use flowcharts (they’re also called blueprints). In services flowcharts, there is a delineation between what a customer sees (e.g., a car valet) and what the company needs to do to make that part of the service encounter as flawless as possible (e.g., it needs to have a sufficient number of valets who are well trained to be polite and good drivers, plentiful nearby parking). Each part of the service encounter is described in steps that unfold or flow over time to simulate the process of the customer experience. It’s important for the customer service team to understand that the customer is evaluating the brand every step of the way. Each step along the customer journey is described in layers—some are visible to the customer, or are actions that occur “on stage,” and other services and actions occur “behind the scenes.” The…Draw an ER Diagram of following scenario using Draw.IO or any online Tool : The Prescriptions-R-X chain of pharmacies has offered to give you a free lifetime supply of medicine if you design its database. Given the rising cost of health care, you agree. Here’s the information that you gather: Patients are identified by an SSN, and their names, addresses, and ages must be recorded. Doctors are identified by an SSN. For each doctor, the name, specialty, and years of experience must be recorded. Each pharmaceutical company is identified by name and has a phone number. For each drug, the trade name and formula must be recorded. Each drug is sold by a given pharmaceutical company, and the trade name identifies a drug uniquely from among the products of that company. If a pharmaceutical company is deleted, you need not keep track of its products any longer. Each pharmacy has a name, address, and phone number. Every patient has a primary physician. Every doctor has at least one patient. Each…
- At Hewlett-Packard (HP), billions of dollars of product are being shipped - from computers and diagnostic devices to toner cartridges each year. Customer orders come in 24 hours a day, 365 days a year. Nearly 16,000 different products are requested daily and have to be shipped from six different warehouses which are located 30 or more miles apart. It often takes weeks to get the products into the customer’s hand. This is a serious problem if customers have contracts with HP stating deliveries are to be made in three (3) business days, or less. That means that from the time a customer calls the HP customer service line, they will have their replacement part and be back in operation within 72 hours or less, no matter where that customer is located. On average, delivery to customers takes 6+ days. It is imperative that HP guarantee for delivery of products and services are followed to protect their image, secure its position in the market place, increase its competitive advantage and its…What is the service project?Relative to the behavioral science discussion, what practical advice do you have for a hotel manager to enhance the ending of a guest’s stay in the hotel?
- 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. Provide airline examples that illustrate each differencediscuss what is the service blueprinting and explain the elements of blueprinting?How a hotel can improve its service quality on Gap 2 (Challenges of Service Design & Standards & Service Blueprint) with practical, cost and quality efficient solutions?