MARKETING
7th Edition
ISBN: 9781260087710
Author: Grewal
Publisher: RENT MCG
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Question
Chapter 13, Problem 2MA
Summary Introduction
To discuss: In what manner the service quality of an auto mechanic shop can be improved and how to overcome problems related to the tangibility, separability, heterogeneity, and perishability of services.
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Identify a service-based business that you are familiar with and consider the following questions: What identifies this organization as a service provider? What role do the customers play? Why are they important to your chosen business? What could the company do to attract more customers? Present your ideas to the rest of the group.
How can the effectiveness of service delivery be improved?
What strategies can a service chain implement to ensure consistent service quality and customer experience across its various branches or outlets?
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- There is a courier company which delivers your package within the same day. They have claimed that If you book your package before 10:30 AM then they will deliver your package on the same day a-Discuss Tangible and Intangible assets of this service b-What are the elements of Service Quality for a delivery service like PCL C-in what ways does technology influence PCL service quality. d-Also discuss Future Challengesarrow_forwardIn order to be effective, what four tasks do service settings have to complete?arrow_forwardShare an experience wherein you are satisfied with the service provided to you by a certain company or organization.arrow_forward
- How does the intangibility of services affect the marketing and delivery strategies of service providers?arrow_forwardIn order to better serve our customers, please provide some specific instances of how our current service methods might be enhanced.arrow_forwardDiscuss the key elements of service quality and how they can be measured and improved in service rendering.arrow_forward
- elaborate how can service providers use co-creation and collaboration with customers to develop and market new services?arrow_forwardExplain why services tend to be harder for customers to evaluate than goods.arrow_forwardDiscuss why service centers and service hotlines are important or unimportant to customer perceptions of service firms. Give an example to back up your argument.arrow_forward
- What are the distinctions between high-contact and low-contact services, and how can these differences be discussed?arrow_forwardWhat strategies improve service delivery?arrow_forwardPerform research on the Internet to identify a service provider that offers web-based business solutions, and write a report describing the firm and its services.arrow_forward
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