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Tangibles - Customer Satisfaction and Service Quality
Include the physical evidence of the service: physical facilities, appearance of personnel, tools or equipment used to provide the service, physical representations of the service, such as a plastic credit card or a bank statement and other customers in the service facility.
Operations strategy development in the service sector is of the same genre as those methods already illustrated. Firstly, measure the gaps between current achievement and market requirements. Most service strategies are customer focused and dependent on a strengths and weaknesses analysis.
The PZB (Parasuraman, Zeithaml and Berry) approach is illustrated in the figure below (Parasuraman et al, 1985). The analysis shown was drawn up after a survey consisting of 12 focus groups and in depth interviews covering four nationally recognised US services firms covering retail banking, credit cards, securities brokerage and product repair and maintenance.
1. Construct and inspect a control chart for the packing slip data. 2. Construct a Pareto analysis of the errors. 3. What information might a separate chart for each error ca
How does the market demand curve change (as a function of marketing expenditure) during recession? a. Shifts downward b. Remains unaffected c. Becomes ver
An assembly line with 7 tasks is to be balanced. The longest task is 8 minutes, the shortest task is 2 minutes, and the sum of the task times is 53 minutes. The line will operate f
For the four basic configurations that follow, assume that the market is demanding product that must be processed by both Resource X and Resource Y for Cases I, II and III. For Cas
I am falling behind in my homework and need some help please. There are three short questions: 1) A computer has three main modules that have individual reliabilities of 0.77, 0.87
Needs to know how to run office affairs and to handle the paperwork of all customers as they come in each day, and take care of the work load of the employees as to setting up the
Specifications for a part for a DVD player state that the part should weigh between 24.4 and 25.4 ounces. The process that produces the parts has a mean of 24.9 ounces and a standa
Q3. What do you understand by “line balancing”? What happens if balance doesn’t exist?
The emergency room serves patients who arrive according to a Poisson distribution at the rate of 9 per hour. Treatment takes an average of 6 minutes and the treatment times can be
You are in charge of a project that is investigating the effects of gender differences on the reading scores of first, third, and fifth grades in three different school districts.
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