Will and Jason Najami are going to open a swimming pool service this summer. They will put in pools, repair damaged ones, and provide a pool cleaning service. They have decided to use a service guarantee as their primary service recovery tool. How can they make sure that their service guarantee is effective?

The purpose of a Business Impact Analysis (BIA) is to determine: Choose the correct answer?  The cost to repair a failed system   The extent of a disaster's damage   Critical business processes that must be maintained   How often an incident will occur

Measurable service delivery is required.   According to Parasuraman's theory, service quality has five dimensions: tangible, empathic, reliable, responsive, and dependable. How do you apply the Service Quality concept/theory to the 'Accor Group' company's service delivery measurement?

Read the following case. Then answer the question that follows. Research Study The quality of care given by health care providers can literally be a matter of life or death. Some of the most vulnerable patients are those in long- term skilled nursing facilities. Ensuring the safety and well-being of these residents is both critical and challenging. A study conducted at a facility in Massachusetts specializing in the treatment of people with a chronic illness showed that the implementation of a WiFi-based localization system cut the average time needed to find residents from over 5 minutes to less than 2 minutes. It also alerted staff with a high degree of accuracy when high-risk residents went outside (false positive rate of 9.1%; false negative rate of 1.7%). Devices were mounted on residents' wheelchairs, and monitoring software was installed on staff computers. The facility in the study already had a WiFi system installed. The study's authors conclude that "Using timely resident…