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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.
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Rapid innovation - Customers Needs for a Product The readiness with which the operations system can generate new products and services, and get them to market quickly. A study
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Question 1: What are the main characteristics of a Supply Chain? Mutually linked companies and Supplier-Customer relationships Gathers products from supplier to customer al
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