Loose-leaf for Operations Management (The Mcgraw-hill Series in Operations and Decision Sciences)
12th Edition
ISBN: 9781259580093
Author: William J Stevenson
Publisher: McGraw-Hill Education
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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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Explain how would a manager deal with the possibility that customer satisfaction doesn't lead to customer retention?
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?
Chapter 9 Solutions
Loose-leaf for Operations Management (The Mcgraw-hill Series in Operations and Decision Sciences)
Ch. 9.10 - Prob. 1RQCh. 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. 9DRQ
Ch. 9 - Prob. 10DRQCh. 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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- Some 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_forwardWhat are the problems which are associated with customer satisfaction?arrow_forward
- explain.What are some potential disadvantages of using a packaged application to help automate the employee goal-setting process?arrow_forwardIf so, how would you describe the unwavering dedication to satisfying customers?arrow_forwardIs it not enough for a company to analyze its own strengths and weaknesses? Justify your answer.arrow_forward
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