Concept explainers
a)
To define: A possible service guarantee for college classes.
Introduction: Service is an immaterial activity which does not result in ownership and cannot be stored. It is consumed during a sale or transaction process.
b)
To define: A possible service guarantee for a theatre performance.
Introduction: Service is an immaterial activity which does not result in ownership and cannot be stored. It is consumed during a sale or transaction process.
c)
To define: A possible service guarantee for buying a used car.
Introduction: Service is an immaterial activity which does not result in ownership and cannot be stored. It is consumed during a sale or transaction process.
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OPERATIONS MANAGEMENT IN THE SUPPLY CHAIN: DECISIONS & CASES (Mcgraw-hill Series Operations and Decision Sciences)
- Clarify the difference between high-contact and low-contact services. Explain how the nature of the customer's experience may differ between the two and how you might manage the differences.arrow_forwardDiscuss the various characteristics of high - contact and low contact services in operations ?arrow_forwardDiscuss FIVE (5) consequences of the service failure to the organization and support your answer with examplesarrow_forward
- Note:- Do not provide handwritten solution. Maintain accuracy and quality in your answer. Take care of plagiarism. Answer completely. You will get up vote for surearrow_forwardWhich FIVE differentiating aspects of the service are there in total?arrow_forwardDefine Automation in Services?arrow_forward
- Zilibwino Bank had received a number of complaints on the length of time(queuing time) customers took to make deposit and withdraw money. The manager responded by increasing the bank teller staff by 10 percent. Complaints on queuing time quickly decreased, but then complaints on the cost of staffsuddenly increased. Oddly enough, when staff costs were analyzed, the manager found that the average cost of staff had actually decreased relative to what it was before the increase in staff. What are some possible explanations for the complaints, and what actions might the manager contemplate?arrow_forwardLing is the customer service manager at Sakuro, a new departmental store stocking Japanese products. Customer service is integral to the Japanese way of doing business and Ling is responsible for ensuring that the five basic needs of customers are met through their service offering. If Ling decides to create a toll-free number to assist customers, which one of the following needs would Ling be meeting? Select one: Oa. Service O b. Quality C. Action d. Appreciationarrow_forwardDoes issuing a guarantee on the service's quality have any advantages or disadvantages? .arrow_forward
- What are the five variables of service quality?arrow_forward47- Identify the statement that refers to inseparability of services : a. Services are produced and consumed later b. Services are produced and consumed at the same time c. Services are produced and sold later d. Services are produced and stored for long timearrow_forwardIs it possible for a hospital or a doctor to provide a service guarantee? Explainarrow_forward
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