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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.
Some companies run their entire business by offering cloud services called Software as a Service (SaaS). There are several advantages for companies and individuals to use SaaS. But
NOTE: NOTE: below are the 2 textbooks used in the course and it is important to use quantitative analysis techniques covered in both texts. PMBA 6312 Quantitative Methods/Research
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Globex
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A company hires a file clerk but does not inquire into his criminal history. In fact, he has had several convictions for driving while intoxicated. On a lunch break, he gets drunk
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