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Providing quick service is an important aspect of quality customer service. Analyze how this can be incorporated in your decision making.
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- 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?By using examples, explain the various errors that can take place in an operation. How can service companies handle/reduce these errors?System 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
- Think back to an experience you have had with poor customer service from an organization. Whom did you blame for it? Do you know anything about the design of the organization involved? Do you think it was the fault of the individual(s) involded or could the problem have resulted from a poorly designed system? Would you have learned in this chapter change your reation to receiving poor quality service? How?Healthy Hots, a fast-food restaurant that offers heart-healthy food, is experiencing several difficulties with operations. Although customers like the idea of heart-healthy foods, and surveys indicate that customers find the food to be tasty and appealing, business has fallen off in recent weeks. At this point, the restaurant is making a profit. Customers have complained about slow service, and employee turnover is high. How can you apply the three principles of total quality management discussed in this module to improve the quality operations of the restaurant? Provide specific and possible solutions.Create a service blueprint of the procedure andidentify opportunities for improvement.
- 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.responsivenessAre quality techniques in the service industry well developed or fairly immature? If you believe they are immature, why do you think this is the case. justify your answer. ThanksWhen 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)
- Suppose you're going to have a prescription filled at a local pharmacy. Referring to the dimensions of service quality for each dimensions, give an example on how would you judge the quality of the service.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?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.