OPERATIONS MANAGEMENT IN THE SUPPLY CHAIN: DECISIONS & CASES (Mcgraw-hill Series Operations and Decision Sciences)
7th Edition
ISBN: 9781259326738
Author: SCHROEDER
Publisher: MCG
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Chapter 5, Problem 11DQ
Summary Introduction
To determine: The attributes required in a service guarantee to make it more effective.
Introduction: Service is an immaterial activity which does not result in ownership and cannot be stored. It is consumed during the sale or transaction process.
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Can a manufacturer have a service guarantee in addition to a product guarantee?
What are the pros and cons of having a service guarantee?
Does issuing a guarantee on the service's quality have any advantages or disadvantages?
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Chapter 5 Solutions
OPERATIONS MANAGEMENT IN THE SUPPLY CHAIN: DECISIONS & CASES (Mcgraw-hill Series Operations and Decision Sciences)
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Similar questions
- Explain not just what is meant by the phrase "service quality," but also the ideas behind "measuring and monitoring service delivery."arrow_forwardWhat are the 5 dimensions of service quality? which is the most important and why?arrow_forwardWhat are the advantages and disadvantages of providing a service quality guarantee?arrow_forward
- What is the meaning of service philosophy and give an example of itarrow_forwardWhat are the three key components of every service recovery situation?arrow_forwardDescribe what is meant by the term "service quality," as well as the concepts of "measuring and monitoring service delivery."arrow_forward
- Give an example of a service failure you have experienced. Was there any remedygiven? What could the firm have done better?arrow_forwardUsing any services that you have experienced, apply the concept of Services Encounter Triad and the Moment of Truth. List down the points that you would have done differently to manage the service “encounter”.arrow_forwardWhat distinctions exist between high-contact and low-contact services, and how may these distinctions be discussed?arrow_forward
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