1. In the context of a service-based organization, delivering high-quality services is essential to achieve customer satisfaction and loyalty. a. List and explain five dimensions of quality, in the context of a service-based organization, that are particularly important for delivering high-quality services to customers. b. List and explain how five real-world service-based companies have excelled in meeting these dimensions to achieve customer satisfaction and loyalty.
1. In the context of a service-based organization, delivering high-quality services is
essential to achieve customer satisfaction and loyalty.
a. List and explain five dimensions of quality, in the context of a service-based
organization, that are particularly important for delivering high-quality services to
customers.
b. List and explain how five real-world service-based companies have excelled in
meeting these dimensions to achieve customer satisfaction and loyalty.
2. Operations management plays a crucial role in promoting sustainability within
organizations.
a. Briefly describe how operations management practices can contribute to
minimizing environmental impact, reducing waste, and optimizing resource
utilization to achieve sustainable business operations.
b. Provide five specific examples of how companies have successfully implemented
sustainable operations management practices to benefit both the environment and
their overall business performance.
3. Create a cause-and-effect diagram (fishbone diagram) to identify the potential root
cause(s) of patrons' dissatisfaction with the services of an airline.
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