Are frequent flyer programs anticompetitive

Assignment Help Operation Management

Reference no: EM133357213

Assignment:

1. For each of the three generic service strategies (overall cost leadership, differentiation and focus), which of the four competitive uses of information is the most powerful?

2. What firm can you think of that began as world-class and has remained in that category even as it's grown? Why did you choose that firm?

3. Are frequent flyer programs anticompetitive? Why or why not?

4. What ethical issues are associated with micromarketing?

5. What features of the 100 Yen Sushi House service delivery system differentiate it from the competition, and what competitive advantages do they offer?

6. How has the 100 Yen Sushi House incorporated the just-in-time system into its operations?

7. What additional innovations has the Wasabi restaurant adopted since the time of the 100 Yen Sushi House case?

8. Suggest other services that could adopt the 100 Yen Sushi House service delivery concepts.

9. How would you design a service for self-recovery if a self-service failure in a technology-generated service encounter were to occur?

10. Why do service firms hesitate to offer a service guarantee?

11. Compare the worst service experience you've ever had to the best service experience you've ever had. What did the service provider do differently to make these experiences stand out in such contrast to one another? Consider all dimensions of the service package in your answer.

12. Describe an experience you've had where a service provider made a mistake and attempted to recover from that mistake. Which of the four approaches to service recovery did the service provider use? How successful was that provider in keeping you as a return customer?

Reference no: EM133357213

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