Operations Management
17th Edition
ISBN: 9781259142208
Author: CACHON, Gérard, Terwiesch, Christian
Publisher: Mcgraw-hill Education,
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Chapter 1, Problem 5CQ
Summary Introduction
To determine: Whether the given statement is yes or no.
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Make a reflection about this topic given maximum of 300-400 words.
Topic: Service Quality
Which of the following can NOT be classified as a consumer service?
Architecture
Telecommunications
Restaurant
Football match
Airline
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- One of the following is not an element in the primary activities of a value chain? Inbound logistics Outbound logistics Service all of above None of thesearrow_forwardWhy is a managerial decision that needs to be made on the desired value of at least one measure of service level?arrow_forwardWhat must a pizza delivery service accomplish so that you are reasonably satisfied? Beyond your being reasonably satisfied, what could a pizza delivery service do that would make it really unique and create a differential advantage?arrow_forward
- Which of the different types of utility has to do with the value the consumer places on the service? Possession/Ownership Utility Form Utility Place Utility Service/Task Utilityarrow_forwardIntangibility and Perishability Intangibility How do hospitality firms deal with intangibility of the service they provide (tangibilize the intangible)? Give specific examples of hospitality firms in your community and/or based on your experience. Perishability Wendy’s serves its hamburgers “fresh off the grill.” This assures high quality but creates leftover burgers if the staff overestimates the demand. Wendy’s solves this problem by using the meat in chili, tacos, and spaghetti sauce. Relate how airlines solve the perishability of unsold seats? Give additional examples of perishability and how hotels or restaurants in your community address it?arrow_forwardgive an example of a product or products (other than the ones famous) of each of the four types of utility that the product creates (these can/will be different products or brands to each kind, like Apple iPhone for one and TikTok for another, etc., etc.): Form Time Place Ownershiparrow_forward
- Economies of scale, production techniques, product design and managerial efficiency are all examples of important O value drivers O cost curves O cost drivers O value curvesarrow_forwardWe know that providing appropriate service quality to the customer for any order fulfillment system is crucial for the firm’s sustainability and profitability. Critically review any situation where you had a positive or negative experience with services of firm in view of “extended service model.”Hint : As a critical analyst, evaluate their services based on the “extended service model.”arrow_forwardA 3-pound tub of cream cheese costs $7.19, how much is the As-purchased price per pound?arrow_forward
- Draw a goods and services spectrum, and determine where to place the following products along the spectrum: a nightclub, a new motorcycle, a designer shoe store, an Internet search engine, a new snowboard, and a photography class. Keep in mind that there are rarely items that are true goods or true services. What are the reasons for your choices? (Be sure to defend your choices.) Goods-------------------------------------------------------------------Servicesarrow_forwardA 5-dozen egg from Costco costs $10.19, how much does it cost per dozen and how much does it cost for each?arrow_forwardIn Kotler's marketing definition, what does "delivering value" mean? a. all options are correct b. shipping orders to customers correctly and as scheduled c. providing products and services that will satisfy customer's needs, wants and expectations d. delivering products safely and conveniently to the customersarrow_forward
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