In assessing its performance, a state department of transportation records the number of highway miles paved per maintenance crew per day. This is an example of what kind of performance measure? a. Efficiency b. Effectiveness c. Service quality d. Productivity
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In assessing its performance, a state department of transportation records the number of highway miles paved per maintenance crew per day. This is an example of what kind of performance measure?
Efficiency
Effectiveness
Service quality
Productivity
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- Generate (1) specific example of superior performance that you have seen as a customer, and generate (1) example of poor business practice. Why and how do some companies inspire world-class service, while others fail?1. What are the determinants of service quality? 2. Explain the service quality model and each gap of the model. 3. What are prevention, appraisal, and failure (internal and external) costs.Explain any THREE (3) Gaps in Service Quality. Provide examples of how to overcome these gaps.
- Discuss Key determinants of service quality. Elaborate with examples.Dimensions of service quality:1. Reliability2. Assurance3. Tangibles4. Empathy5. Responsiveness explain in 1 paragraph (200 words)Below is a table of data collected over a six-month period in a local grocery store. Construct a Pareto analysis of the data and determine the percentage of total complaints represented by the two most common categories. Note: Round your answer to the nearest whole number. All Other 71 Checker 59 General 58 Service Level 55 Policy/Procedures 40 Price Marking 45 Product Quality 87 Product Request 105 Checkout Queue 33 Stock Condition 170
- Pendryl Office Supplies is evaluating the profitability of leasing a photocopier for its customers to use on a self serve basis at 10 cents/copy. The copier may be leased for $300 per month plus 1.5 cents per copy on a full service contract. Pendryl can purchase paper at $5 per 500 sheet ream. Toner costs $100 per bottle, which in normal use will last for 5000 pages. Pendryl thinks that there are additional other costs of 0.5 cents per copy. A. How many copies per month must be sold in order to break even? (6000 copies/month) B. What will be the increase in monthly profit for each 1000 copies sold above the break-even point? ($50 per month)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.When the value of a loyal customer (VLC) market segment is high, should these customers be given premium goods and services for premium prices? If the VLC is low, should they be given less service? Explain.