Describe how changes in consumer behavior created

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Question -

1. Read the article "What I learned about my Catholic Faith from watching a bullfight". Discuss how this article coincides with the idea of the idea of the "moment of truth" in service delivery.

a. Discuss this passage from the article. Discuss, in particular how this particular passage has a very realistic purview of the relationship between service worker and customer.

Sitting in the stands, watching the ritual unfold, we become complicit in the killing. We have come of our own free will to witness it. Our euros pay the salaries of the bullfighters and provide the fodder for the bulls. How can a person of conscience participate in such a brutal endeavor? Animal activists across Spain have been trying to ban the practice for years, and sitting in the stands four rows back in sombra, one can see why. I could have wept for the suffering creature. And yet, I watched. Watched with a level of attention I have rarely experienced. It was undeniably terrible. And it was strangely, savagely, beautiful.

b. It is said that in mental states processing type services (like bullfighting is) the customer is giving their absolute trust to the service worker. In bullfighting, what happens when that trust is broken? Is there an ethical problem with the breaking of trust between service worker and customer, in this case? What about in the area of people-processing, possession-processing, or information-processing services?

2. Please read this recent news item regarding a e-tailer in Korea that offers same-day delivery of grocery items.

a) Describe how changes in consumer behavior created the demand for this kind of service business.

B) How does the service factory in this type of business have to adapt to reflect these changes?

C) What are the potential points to create service satisfaction in this new service?

D) What are the potential points to create joy in this new service.

E) Give me a brief service diagram of this business, as we performed in class.

Reference no: EM133284983

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