OM (with OM Online, 1 term (6 months) Printed Access Card)
6th Edition
ISBN: 9781305664791
Author: David Alan Collier, James R. Evans
Publisher: Cengage Learning
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Chapter 5, Problem 13PA
Summary Introduction
Interpretation:The means by which, the four elements of the service-encounter design is being designed and managed in relation to the service provided by an airline flight attendant.
Concept Introduction:
An organization or professional that offers a service must ensure that it is being provided to the client with high quality and maximum satisfaction. In doing so, the elements of the service-encounter design could be taken into consideration. The elements include the service culture, service quality, employee engagement and customer experience.
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How would you suggest that the process of business process improvement outlined in this case study could be improved further?
Chapter 5 Solutions
OM (with OM Online, 1 term (6 months) Printed Access Card)
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Process selection and facility layout; Author: Dr. Bharatendra Rai;https://www.youtube.com/watch?v=wjxS79880MM;License: Standard YouTube License, CC-BY