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Customer Satisfaction and Service Quality - Operation Strategy
Although you have seen examples of the dimensions along which companies compete and approaches to operations strategy formulation illustrated by the approaches of Hill , Platts and Gregory and Slack, it is important to consider the dimensions of service quality. The following well known analysis by Parasuraman, Zeithaml and Berry (1985, 1994) is based on a 'gap' or disconfirmation model.
Essentially we are attempting to define customer requirements or service quality. Parasuraman et al describe ten determinants of service quality.
Sutton Corporation, which has a zero tax rate due to tax loss carry-forwards, is considering a 5-year, $6,000,000 bank loan to finance service equipment. The loan has an interest r
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what are the benefits of effective operations management. Discuss.
Using the information about Pal's Sudden Service provided in this chapter, apply Hill's generic strategy framework in a similar fashion as the McDonald's example. How do the strate
Determine two advantages and two disadvantages from the healthcare organizations perspective for requiring a Certificate4 of Need (CON). Identify 3 states that require a Certificat
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