EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Chapter 5, Problem 5DQ
Summary Introduction
Interpretation:An explicit service guarantee for a fast food restaurant is to be framed along with its features and its adaptability.
Concept Introduction:An explicit service guarantee is a promise that is made in writing that will be included in their advertisements and publications.
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Students have asked these similar questions
Propose an explicit service guarantee for a fast-food restaurant. Clearly explain why you included the features of your service guarantee (maximum of one page). Do you think that a restaurant would adopt it? Why or why not?
When 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)
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
Knowledge Booster
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Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, operations-management and related others by exploring similar questions and additional content below.Similar questions
- A service recovery is a planned action in response to a customer complaint or comment. As a catering manager, demonstrate the steps in the service-recovery process when you receive a complaint from your customer during a catering service.arrow_forwardThe gap theory measures A.levels of satisfaction by comparing the service received to the service that was expected B.satisfaction or dissatisfaction by measuring the gap between the service a customer received and the service that was expected. C.service quality by evaluating the level of performance of the service provider and the level of satisfaction with the service encounter D.service quality by measuring the gap between the service a customer received and the service that was expected.arrow_forwardNetwork Solutions, Inc, is an international company with their headquarters in Frankfurt, Germany and has branches in 120 countries in the world. Network Solution, Inc, is a worldwide leader in hardware, software and services essential to computer. Until recently, Network Solutions, Inc, used more than 50 different systems to measure performance within the firm, many employees did not receive a review. Fewer than 5% of all empolyees received the lowest category of ratings, and there was no recognition program in place to reward high achievers. Sales of computer hardware, and software started to decline so drastically from week to week, month to month and year to year in many outlets but they couldn't establish the reason behind the whole saga. Overall, it was discovered that performance problems were not being addressed, and tough pressure from competitors was increasing the costs of managing human performance ineffectively. In addition, quality initiatives were driving change in…arrow_forward
- 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?arrow_forwardSystem 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 chainarrow_forwardAs a determinant of service quality, reliability refers to a. the ability to perform the promised service consistently, dependably, and accurately. b. the useful life of the product or service. c. service after sale. d. the ability of service provider to convey trust and confidence. e. the willingness and/or readiness to provide service.arrow_forward
- As the project manager, you have been tasked with creating an integrated interactive solution for computerizing registration and administration at the University of Technology and Applied Sciences. After the project was completed, consumers complained about poor response times and declining performance. Create a cause and effect diagram to determine the source of the issue.arrow_forwardSuppose you are going to have a prescription filled at a local pharmacy. Referring to the dimensions of service quality for each dimension, give an example of how you would judge the quality of the servicearrow_forwardPlease explain by providing brief examples of how the determinants of service quality are manifested in a restaurant.arrow_forward
- What are the benefits and drawbacks of offering a guarantee on the quality of the service?arrow_forwardTrue 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.arrow_forwardWhat is an operational definition of quality? Is it possible for a 13-inch TV selling for $100 to be of superior quality to a 50-inch console selling for $1,800?arrow_forward
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