OPERATIONS MANAGEMENT LOOSELEAF W/ CONN
14th Edition
ISBN: 9781264343898
Author: Stevenson
Publisher: MCG
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Chapter 9, Problem 2CTE
Summary Introduction
To determine: The possibility that customer satisfaction would not always lead to customer retention.
Introduction:
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How would a manager deal with the possibility that customer satisfaction does not always lead to customer retention.
Of the two types of customer expectations, performance expectations fluctuate the most. Describe situations that might cause expectations to increase, thereby narrowing the width of the zone of tolerance for your organization’s customers. What recommendations do you provide for the organization in these situations to better enable the organization to achieve its satisfaction targets?
Of the two types of customer expectations, performance expectations fluctuate the most. Describe situations that might cause expectations to increase, thereby narrowing the width of the zone of tolerance for customers. What recommendations do you provide for the organization in these situations to better enable the organization to achieve its satisfaction targets?
Chapter 9 Solutions
OPERATIONS MANAGEMENT LOOSELEAF W/ CONN
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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- Explain how would a manager deal with the possibility that customer satisfaction doesn't lead to customer retention?arrow_forwardexplain.What are some potential disadvantages of using a packaged application to help automate the employee goal-setting process?arrow_forwardBased on what you learned about the customer satisfaction, Explain the following equation: Satisfaction = Perception – Expectationarrow_forward
- as a manager how would you deal with the possibility that customer satisfaction does not always led to customer relationarrow_forwardSome people tend to use the terms effectiveness and efi ciency interchangeably, though we’ve seen they are different concepts. But is there any relationship at all between them? Can a i rm be effective but inefi cient? Very efi cient but essentially ineffective? Both? Neither?arrow_forwardDescribe what are some potential disadvantages of using a packaged application to help automate the employee goal-setting process?arrow_forward
- Design a Customer Benefit Package that you would utlilize to ensure you keep your high value customers happy and returning.arrow_forwardWhat are the problems which are associated with customer satisfaction?arrow_forwardIf so, how would you describe the unwavering dedication to satisfying customers?arrow_forward
- Design a Customer Benefit Package that you would utilize to ensure you keep your high-value customers happy and returning.arrow_forwardSelect a company that you have a positive impression of and find interesting. Create a scorecard for your selected company for using financial information and ratios. How would the company position itself, develop, and innovate using the outcomes of the scorecard?arrow_forwardWhat are some potential disadvantages of using a packaged application to help automate the employee goal-setting process?arrow_forward
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