EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Chapter 1, Problem 8PA
Summary Introduction
Interpretation: Customer benefit package for one of the items is to be constructed and its impact on the customers is to be explained.
Concept Introduction: A customer benefit package includes core offering (goods/service) combined with few added benefits that improves the value of the whole package.
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Describe a situation where self-service and technology help create and deliver the customer benefit package to the customer. Provide examples of how such a system can cause a defect, mistake, or service upset.
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