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1. Look at the above table and list the interesting gaps which you observe in the 'scripts' between consumer and service provider.
Answer:
1. The starting point of the service is different, the customer had added three further steps and given them considerable weight
2. Greeting the client is not seen as important by the customer but is given greatest importance by the provider
3. Conversation during the haircut is not rated by the customer but is rated very highly by the provider.
4. The point of payment is not highly rated by the provider but is from the customer's perspective.
Why do firms segment consumer markets? Enumerate the major segmentation variables and provide real-life examples of segmentation done by firms for their products/services.
1) characterize the long run equilibrium of a perfectly competitive industry in which average costs are U-shaped as output increases, under both restricted and free entry. b)Discus
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To meet investor objectives, management seeks to do which of the following in its present operations as well as shift investment from areas with declining returns to those where im
How does the degree of customer contact relate to the kinds of skills needed by service workers and the degree of training they require?
How technology is changing the customer service and service offerings?
Beginning with the step of customer needs and expectations (expected quality), identify and describe the remaining steps in the customer-driven quality life cycle. (Hint: drawing a
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