Top 10 learning questions for chapter 13 designing and managing services repost

TOP 10 Learning Questions for Chapter 13 : Designing and Managing Services Mark Lee September 2, 2010 www.markleelegendary.blogspot.com

1. The following are examples of service sectors except for : ,[object Object],[object Object],[object Object],[object Object],[object Object],www.markleelegendary.blogspot.com

Service Sectors Government Private Nonprofit Business Manufacturing Retail www.markleelegendary.blogspot.com

Service Sectors ,[object Object],www.markleelegendary.blogspot.com

1. Which of the 4 P’s does “inventory” or having item on stock belong to? ,[object Object],[object Object],[object Object],[object Object],[object Object],www.markleelegendary.blogspot.com

2. Service is an act or performance one party can offer that is essentially _____. ,[object Object],[object Object],[object Object],[object Object],[object Object],www.markleelegendary.blogspot.com

Service ,[object Object],www.markleelegendary.blogspot.com

Service ,[object Object],[object Object],[object Object],[object Object],[object Object],www.markleelegendary.blogspot.com

3. What is the solution to a customer failure? ,[object Object],[object Object],[object Object],[object Object],[object Object],www.markleelegendary.blogspot.com

Solutions to Customer Failures ,[object Object],[object Object],[object Object],[object Object],www.markleelegendary.blogspot.com

Customer Failures ,[object Object],[object Object],www.markleelegendary.blogspot.com

4. What are the 4 distinctive characteristics of Service? ,[object Object],[object Object],[object Object],[object Object],[object Object],www.markleelegendary.blogspot.com

SERVICES ,[object Object],www.markleelegendary.blogspot.com

5. Which of these is not a determinant of Service Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],www.markleelegendary.blogspot.com

Determinants of Service Quality www.markleelegendary.blogspot.com Reliability Responsiveness Assurance Empathy Tangibles

Determinants of Service Quality ,[object Object],[object Object],www.markleelegendary.blogspot.com

6. What are the common worries of Customers? ,[object Object],[object Object],[object Object],[object Object],[object Object],www.markleelegendary.blogspot.com

Customer Worries www.markleelegendary.blogspot.com Failure Frequency Downtime Out of Pocket Costs

Customer Worries ,[object Object],Customers have these things as their common worries when they get services, the frequency of failure, downtime and out of pocket costs.

7. What is NOT a root cause of Customer Failure? ,[object Object],[object Object],[object Object],[object Object],[object Object],www.markleelegendary.blogspot.com

Root Causes of Customer Failure www.markleelegendary.blogspot.com Identified Customer Failure People Process Technology Sercivescape

Root Causes of Customer Failure ,[object Object],Failure in people, process, technology and servicescape are the identified customer failure.

8. The service component can be a minor or a major part of the total offering. The categories of service mix are as follows except : ,[object Object],[object Object],[object Object],[object Object],[object Object],www.markleelegendary.blogspot.com

Categories of Service Mix www.markleelegendary.blogspot.com ,[object Object],[object Object],[object Object],[object Object],[object Object]

Categories of Service Mix ,[object Object],The service component can be a minor or a major part of the total offering. The categories of service mix are as follows: pure tangible good, tangible good with accompanying services, hybrid, major service with accompanying minor goods and services, and pure service.

9. How do we increase Quality Control in Services? ,[object Object],[object Object],[object Object],[object Object],[object Object],www.markleelegendary.blogspot.com

How to increase Quality Control www.markleelegendary.blogspot.com Invest in good hiring and training procedures Standardize the service – performance process Monitor Customer Satisfaction

Quality Control Increase ,[object Object],Investing in good hiring and training procedures, standardizing the service performance processes and monitoring customer satisfaction increases quality control of service.

10. Services vary in many ways which includes basis, process, need, objectives, and _________. ,[object Object],[object Object],[object Object],[object Object],[object Object],www.markleelegendary.blogspot.com

Services vary in many ways www.markleelegendary.blogspot.com basis, process, need, objectives, and evaluation.

Services vary in many ways ,[object Object],Not all services are the same, as for the examples of barbershop, salon and spa, they are different in many ways, specially in the aspect of basis, process, need, objectives, and evaluation.

Top 10 learning questions for chapter 13 designing and managing services repost

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Was ist angesagt?

Was ist angesagt? (18)

Andere mochten auch

Andere mochten auch (11)

Ähnlich wie Top 10 learning questions for chapter 13 designing and managing services repost

Ähnlich wie Top 10 learning questions for chapter 13 designing and managing services repost (20)

Top 10 learning questions for chapter 13 designing and managing services repost