CONNECT F/OPERATIONS MGMT
14th Edition
ISBN: 9781264344963
Author: Stevenson
Publisher: INTER MCG
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Question
Chapter 9, Problem 12P
Summary Introduction
To determine: The typical characteristics of a pharmacy filling a prescription (service).
Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered obeys the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.
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Suppose 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 service
Suppose you're going to have a prescription filled at a local pharmacy. Referring to the dimensions of service quality for each dimensions, give an example on how would you judge the quality of the service.
Explain how intangibility causes issues with service quality measurement. Give specific examples.
Chapter 9 Solutions
CONNECT F/OPERATIONS MGMT
Ch. 9 - Prob. 1DRQCh. 9 - Prob. 2DRQCh. 9 - Prob. 3DRQCh. 9 - Prob. 4DRQCh. 9 - Prob. 5DRQCh. 9 - Prob. 6DRQCh. 9 - Prob. 7DRQCh. 9 - Prob. 8DRQCh. 9 - Prob. 9DRQCh. 9 - Prob. 10DRQ
Ch. 9 - Prob. 11DRQCh. 9 - Prob. 12DRQCh. 9 - Prob. 13DRQCh. 9 - List the steps of problem solving.Ch. 9 - Prob. 15DRQCh. 9 - Prob. 16DRQCh. 9 - Prob. 17DRQCh. 9 - What trade-offs are involved in deciding on...Ch. 9 - Prob. 2TSCh. 9 - Prob. 3TSCh. 9 - Prob. 1CTECh. 9 - Prob. 2CTECh. 9 - Prob. 3CTECh. 9 - Prob. 4CTECh. 9 - Make a check sheet and then a Pareto diagram for...Ch. 9 - Prob. 2PCh. 9 - Prob. 3PCh. 9 - Prob. 4PCh. 9 - Prob. 5PCh. 9 - Prob. 6PCh. 9 - Prob. 7PCh. 9 - Prepare a scatter diagram for each of these data...Ch. 9 - Prepare a flowchart that describes going to the...Ch. 9 - Prob. 10PCh. 9 - The county sheriffs department responded to an...Ch. 9 - Prob. 12PCh. 9 - Prob. 1.1CQCh. 9 - Prob. 2.1CQ
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- One way to think about quality is the degree to which performance of a product or service meets or exceeds customer expectations. Customer expectations can be broken down into a number of dimensions that customers use to judge the quality of a product or service. The dimensions used for products are somewhat different from those used for services. (a) State the dimensions of quality and give a brief description of each for:(i) A product(ii) A service (b) Give one example of each of the product quality dimensions for a car.arrow_forwardAre quality techniques in the service industry well developed or fairly immature? If you believe they are immature, why do you think this is the case. justify your answer. Thanksarrow_forwardList and briefly explain:a. The dimensions of service qualityb. The determinants of qualityarrow_forward
- 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.responsivenessarrow_forwardHow does the personal aspect of service complicate quality measurement?arrow_forwardSelect a service company or organization and discussthe dimensions of quality on which a customer might evaluate itarrow_forward
- Imagine that you are preparing to apply to a university. Create a checklist of criteria you would use to assess the quality of the university. Base this checklist on the quality assurance concepts presented in this module. Designate some of the criteria as "critical" and others as "important." Explain your reasoning.arrow_forwardUse the dimensions of quality to describe typical characteristics of these products and services:e. Surgery and postsurgery carearrow_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
- Use the dimensions of quality to describe typical characteristics of these products and services:c. A restaurant meal (service)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_forwarda. “To do what is right, you need to know what is right!” discuss the quote in relation to quality assurance and control, using a practical of your own choice. b. Recent experiences in applying quality management to health care systems, suggests that four tenets should be adhered to in an ideal quality assurance program. Elaborate.arrow_forward
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