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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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Q1 Evaluate the service to club members and casual flyers by completing a table similar to Table 3.1. Q2 Chart the five performance objectives to show the dif¬fering expectations
A union has just won an election in your organization to represent the workers. You are now faced with negotiating a collective bargaining contract. Since you've never done this be
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