Gen Combo Looseleaf Operations Management In Supply Chain; Connect Access Card
7th Edition
ISBN: 9781260149647
Author: Roger G Schroeder, M. Johnny Rungtusanatham, Susan Meyer Goldstein
Publisher: McGraw-Hill Education
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Chapter 8, Problem 4DQ
Summary Introduction
To determine: The reason for service failure in a restaurant.
Introduction: The extent to which the customer needs and expectations are met for which a product accomplishes its purpose for a definite period of time is known as quality.
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Recall a bad service experience that you recently had. What led to the service failure? Consider such dimensions as tangibles, reliability, responsiveness, assurance, or empathy.
What are the three key components of every service recovery situation?
Provide relevant examples using one business organization of the (5) components of service quality. Please help
tangibility
reliability
assurance
responsiveness
empathy
Chapter 8 Solutions
Gen Combo Looseleaf Operations Management In Supply Chain; Connect Access Card
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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
- Recall a bad service experience that you recently had. What led to the service failure? Consider such dimensions as tangibles, reliability, responsiveness, assurance, or empathy. How would you recommend fixing it? (not the specific event, but from the management-level to ensure that this type of problem never happens again!)arrow_forwardChoose five of the dimensions of service quality and for each of them name a servicefirm that you believe competes effectively on this dimension. Explain your answersarrow_forwardAs part of your mandate, you are required to write a report to the board of directors clearly explaining the sins of service/poor service that they are not aware of that is possibly happening in the business unit.arrow_forward
- Describe the concept of business continuity testing and its importance. How can organizations conduct effective testing of their continuity plans?arrow_forwardThink 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?arrow_forward"A Conceptual Model of Service Quality and Its Implications for Future Research," provides insights for improving service quality. Do these recommendations apply today? Consider changes in the servicescape brought about by the Internet and automation in your answer.arrow_forward
- Choose 1 company or industry and explain how the company uses the Service Quality Gap. (200-250 words). please helparrow_forwardHow does system management help in minimizing downtime and enhancing system reliability?arrow_forwardSuppose a company intends to offer a new service to some of its internal customers. Briefly discuss how the fact that the customers are internal would change the process of managing the four phases of the service life cycle.arrow_forward
- Assume that you have been appointed as the head of a business unit in a major corporation. Over time this business unit has steadily been losing customers, rating the service delivery of this unit as “shocking” and “poor”. Your mandate is to improve service delivery and to re-establish a service culture. As part of your mandate, you are required to write a report to the board of directors clearly explaining the sins of service/poor service that they are not aware of that is possibly happening in the business unit.arrow_forwardWhat are the pros and cons of having a service guarantee?arrow_forwardThink 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_forward
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