EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Chapter 1, Problem 6PA
Summary Introduction
Interpretation:The application of differences between goods-producing firms and service-providing firms in relation to a fire department.
Concept Introduction:
Managing operations are essential to any firm; be it engaged in producing goods or providing services. It is important that firms understand the difference between the two, to correctly employ operations management strategies. The tangibility of the final output, production on demand, customer specific production and the physical location could be identified as the four main aspects that differentiate goods and services.
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Compare and contrast the three options from the perspective of customer services?
Choose one of the following services and explain, using specific examples, how each of the differences between goods producing and service providing businesses applies:
a. a family practice medical office
b. a fire department
C. a restaurant
d. an automobile repair shop
Illustrate the four (4) characteristics of services and provide a suitable example of situation for each explanation.
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- Explain why services tend to be harder for customers to evaluate than goods.arrow_forwardDiscuss critically the new trends in customer service. Give examples to support your answerarrow_forwardDefine the concept of services in the context of business. How do services differ from tangible products, and what are the key characteristics of services?arrow_forward
- Enumerate and briefly explain factors affecting the service expectationsarrow_forwardIdentify ONE (1) firm from Three (3) different SERVICE industries where the service environment is a crucial part of the overall value proposition. Analyze and explain in detail the value that is being delivered by the service (physical) environment by each of these firms within the three industries.arrow_forwardWhat are the five variables of service quality?arrow_forward
- What exactly are Quality of Service metrics? What is the significance of Quality of Service metrics?arrow_forwardWhat is the meaning of service philosophy and give an example of itarrow_forwardAnalyze the concept of service quality using the SERVQUAL model. How can businesses use this model to improve customer satisfaction and loyalty?arrow_forward
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