OM (with OM Online, 1 term (6 months) Printed Access Card)
6th Edition
ISBN: 9781305664791
Author: David Alan Collier, James R. Evans
Publisher: Cengage Learning
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Chapter 5, Problem 15PA
Summary Introduction
Interpretation:A job description for a service-provider job with emphasis on service-encounters associated.
Concept Introduction:
A job description is a written document that narrates the requirements that the job holder must have fulfilled andthe tasks, duties and responsibilities in relation to a specific position within an organization. It is a formal document given to an employee at the point of recruitment. A job description in relation to a service-providing job would ideally be associated with elements of service encounters such as customer contact skills and behaviors, education and training requirements, empowerment capabilities and hiring criteria.
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1. Discuss how your client may determine the customer cost for its service, including non-monetary costs (time, effort, and perceived risk)
When considering Customer Cost, we need to understand the perceived cost of its customer’s. From a customer’s point of view, the costs involved in buying and using a service is only part of the price charged by the supplier. Related monetary and non-monetary costs make up the other costs of the service.
Time Office Automation may determine their Customer Cost for its service, including monetary and non-monetary costs, depending on various factors such as:
The time taken to perform the service.
The costs of the parts used / needed.
Labour Costs.
The costs their competitors are charging, to provide a competitive rate.
A call out fee, time, and money (for fuel, etc) used to drive to the customers location.
Cost of shipping.
Quality of service, Time Office Automation’s staff has more than 25 years of experience in the field, therefore, could…
Discuss the two methods objectively for the customer to comprehend, taking into account their advantages and disadvantages.
List and describe all the many ways that customer relationship management software reduces costs and makes a difference.
Chapter 5 Solutions
OM (with OM Online, 1 term (6 months) Printed Access Card)
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- Select two service firms. First one is a low-contact service firm and second one is high-contact service firm. Which of these two approaches are more suitable in extending customer satisfaction and why?arrow_forwardhow do you provide the right place for the customer to access and experience your product/service?arrow_forwardLog in to the site AClasses A https://docs.google.com/forms/d/e/1FAlpQLSeEKUjfCSyselenY4sxAC Adham, the head of human resources unit at XYZ School, has recently asked the mathematics coordinator to attend one of the mathernatics instructors' classes and evaluate her performance based on the following criteria: teaching skills, classroom management, knowledge in the material delivered, & communication skills. In this scenario, the performance management function is basically practiced by a(n) Outsourced HR expert Professional employer organization Line manager HR professional Recruiters who go to marathons or bike races that are attended by individuals the company is seeking are participating in Event recruiting Open houses Job posting Job fairsarrow_forward
- Analyze the role of service design thinking in enhancing the overall customer experience. Provide examples of companies that have successfully implemented service design principles.arrow_forwardList two actual organizations belonging to any two different categories of their products/services. Describe the management hierarchy of each and compare. Explain why there are differences and/or similarities.arrow_forwardMake a recommendation Describe the potential limitations of the recommended solution and what to monitor to ensure it will be successfully implemented.arrow_forward
- Why do we need to understand the different Customer Service Standards?arrow_forwardWhat help is provided by tracking and analyzing customer data?arrow_forwarda. What level of incremental sales should the company analyst attribute to the new line of baked chips? b. Assume that 20 percent of Morten's existing customers are actively looking for a healthier snack alternative and will move to another company's baked chip offering if Morten does not introduce the new product. What level of incremental sales would you attribute to the new line of baked chips in this circumstance?arrow_forward
- What do customer expectations have to do with service quality?arrow_forwardThe 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.arrow_forwardDevelop an entirely new Services Concept using the New Services Development model. Ensure that the service offering retains its uniqueness and is protected from competition.arrow_forward
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