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1. Look at the above table and list the interesting gaps which you observe in the 'scripts' between consumer and service provider.
1. The starting point of the service is different, the customer had added three further steps and given them considerable weight
2. Greeting the client is not seen as important by the customer but is given greatest importance by the provider
3. Conversation during the haircut is not rated by the customer but is rated very highly by the provider.
4. The point of payment is not highly rated by the provider but is from the customer's perspective.
In what ways might the divisionalized forms of most airlines lend themselves to the requirements of alliance membership? In what ways might they be compatible with the organization
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Summary of chapter 2, reading 2.1. "ONE PHILOSOPHER'S APPROACH TO BUSINESS ETHICS" in a book MORAL ISSUES IN BUSINESS 12TH EDITION by William h. Shaw and Vincent Barry.
How can a university, which is also a service organizaiton, benefit from integreated software?
Customer Satisfaction and Service Quality - Operation Strategy Although you have seen examples of the dimensions along which companies compete and approaches to operations st
Horizontal integration has benefits to the firms involved. Consider the consolidation in the event-promotion business when Live Nation bought Ticketmaster in 2010. List some spec
What makes ATM especially well-suited to transmitting voice and video signals? a. its use of variable-sized packets b. its connectionless nature c. its use of time divisio
Consider a $1,000 par value, 7% annual coupon bond. The bond matures in 9 years. Assuming the bonds required return is 10%, what is its current yield? (Semi-annually compounding)
Why is a system view so important to have if you are going to implement TQM?
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