Production and Operations Analysis, Seventh Edition
7th Edition
ISBN: 9781478623069
Author: Steven Nahmias, Tava Lennon Olsen
Publisher: Waveland Press, Inc.
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Question
Chapter 7.8, Problem 32P
Summary Introduction
Interpretation: A service failure example is to be discussed along with whether there was a remedy to it and whether firm could have done something better is to be explained.
Concept Introduction:Service failure is defined as the failure or not being able to provide the service as promised.
Service recovery refers to the act of reimbursing and mending the damage that has been done.
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Students have asked these similar questions
What can companies do to recover from a service failure?
Think about a recent service encounter that you’ve had when you weredissatisfied with the service quality. What actions did you take? If youcomplained, what was the result? Was this a satisfactory result for you?If so, why, and if not, how could the service provider have done abetter job? If you did not complain, why not? Why do you thinkconsumers choose not to complain?
It is essential to have a solid understanding of what a service is and how it operates.
Chapter 7 Solutions
Production and Operations Analysis, Seventh Edition
Ch. 7.1 - Prob. 1PCh. 7.1 - Prob. 2PCh. 7.1 - Prob. 3PCh. 7.1 - Prob. 4PCh. 7.1 - Prob. 5PCh. 7.1 - Prob. 6PCh. 7.1 - Prob. 7PCh. 7.2 - Prob. 8PCh. 7.2 - Prob. 9PCh. 7.2 - Prob. 10P
Ch. 7.3 - Prob. 11PCh. 7.3 - Prob. 12PCh. 7.3 - Prob. 13PCh. 7.3 - Prob. 14PCh. 7.3 - Prob. 15PCh. 7.3 - Prob. 16PCh. 7.3 - Prob. 18PCh. 7.4 - Prob. 19PCh. 7.4 - Prob. 21PCh. 7.4 - Prob. 22PCh. 7.4 - Prob. 23PCh. 7.5 - Prob. 24PCh. 7.5 - Prob. 25PCh. 7.5 - Prob. 26PCh. 7.5 - Prob. 27PCh. 7.8 - Prob. 28PCh. 7.8 - Prob. 29PCh. 7.8 - Prob. 30PCh. 7.8 - Prob. 32PCh. 7.8 - Prob. 34PCh. 7.8 - Prob. 35PCh. 7.8 - Prob. 36PCh. 7 - Prob. 38APCh. 7 - Prob. 39APCh. 7 - Prob. 40APCh. 7 - Prob. 41APCh. 7 - Prob. 42APCh. 7 - Prob. 43APCh. 7 - Prob. 44APCh. 7 - Prob. 45APCh. 7 - Prob. 46AP
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Similar questions
- What are the three key components of every service recovery situation?arrow_forwardHaving a firm grasp of the nature and function of a service is crucial.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_forward
- In order to better serve our customers, please provide some specific instances of how our current service methods might be enhanced.arrow_forwardDiscuss FIVE (5) consequences of the service failure to the organization and support your answer with examplesarrow_forwardhow to give service empathy maintain service quality in the bank.arrow_forward
- What distinctions exist between high-contact and low-contact services, and how may these distinctions be discussed?arrow_forwardDiscuss the ethical implications of sharing and monetizing services in a service-oriented ecosystem.arrow_forwardClarify the difference between high-contact and low-contact services. Explain how the nature of the customer's experience may differ between the two and how you might manage the differences.arrow_forward
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