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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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McDonalds Inventory $128.40Revenue $17, 140.50COGS $ 11943, 70Gross Profit $5,196.80 Wendy's Inventory: $54.40Revenue: 3148.90COGS: 1634.60Gross Profit: 1514.40 A. What were
What is operations strategy? Answer: Operations strategy is the plan and actions taken at operational level to support and implement the business strategy. An operations strate
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