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.
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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.
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- As a customer, how would you assess the quality of a service that you would want to try?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?Describe the services provided by a firm you do business with (your favorite airline, your favorite restaurant) with respect to service quality. In your mind, has this organization distinguished itself from its competitors on any particular service quality dimension?
- 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?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?Please explain by providing brief examples of how the determinants of service quality are manifested in a restaurant.
- 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.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 chainMeasurements 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?
- How would you define evaluating the quality of the service?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.responsiveness