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As a customer, how would you assess the quality of a service that you would want to try?
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- Suppose a company intends to offer a new service to some of its internal customer. Discuss how the fact that the customer are internal would change the process of managing the four phases of service life cycle.Measurements and metrics pertaining to customer service are essential; nevertheless, what are the potential drawbacks associated with having an excessive number of these types of measures?In order to provide quality service, what are the top four things that a service environment must provide?
- List and define five dimensions of service quality. Describe the services provided by a firm you do business with (e.g. your bank, your doctor, your favorite restaurant) on each of the dimensions. In your mind, has the organization distinguished itself from its competitors on any particular service quality dimension?what is Quality of the service or product?How would you define evaluating the quality of the service?
- a company intends to offer a new service to some of its internal customers. Briefly discuss how the fact that the customers are internal would change the process of managing the four phases of the service life cycle.The servicescape is different in fast food restaurants when compared to upscale restaurants. Compare and contrast the servicescapes of McDonalds and a restaurant such as Ruth's Chris or Landry's. How do the servicescapes support the service expectations of customers and the actual delivery of services.Describe the services provided by a firm you do business with (your favorite airline, your favorite restaurant) with respect to service quality. In your mind, has this organization distinguished itself from its competitors on any particular service quality dimension?
- Explain any THREE (3) Gaps in Service Quality. Provide examples of how to overcome these gaps.Service Intangibility means that customers of a hair salon cannot see their haircuts until after the service is completed. How might a hair stylist use their own personal grooming and choice of work clothing to deal with this issue?Discuss Key determinants of service quality. Elaborate with examples.