OM (with OM Online, 1 term (6 months) Printed Access Card)
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 2CQD

(a)

Summary Introduction

Case summary:

In the given case it has been stated that the vehicle repairing organization provides the best services to the customers. The organization not only provides better services in the form of vehicle repairing but also in the waiting room, where customers wait when their vehicle is in the assembly line. They also guaranteed any type of repairing of the vehicle within 90 days and their employees are well experienced and well behaved. The waiting room of the company is equipped with all the modern communities.

Interpretation: The design features of the service delivery system are to be discussed.

(b)

Summary Introduction

Case summary:

In the given case it has been stated the vehicle repairing organization provides the best service to the customers. The organization not only provides better services in the form of vehicle repairing but also in the waiting room, where customers wait when their vehicle is in the assembly line. They also guaranteed any type of repairing of the vehicle within 90 days and their employees are well experienced and well behaved. The waiting room of the company is equipped with all the modern communities.

Interpretation: The design features of the service encounter system are to be discussed.

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