OM (with OM Online, 1 term (6 months) Printed Access Card)
6th Edition
ISBN: 9781305664791
Author: David Alan Collier, James R. Evans
Publisher: Cengage Learning
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Chapter 1, Problem 6PA
Summary Introduction
Interpretation:The application of differences between goods-producing firms and service-providing firms in relation to a fire department.
Concept Introduction:
Managing operations are essential to any firm; be it engaged in producing goods or providing services. It is important that firms understand the difference between the two, to correctly employ operations management strategies. The tangibility of the final output, production on demand, customer specific production and the physical location could be identified as the four main aspects that differentiate goods and services.
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Compare and contrast the three options from the perspective of customer services?
Illustrate the four (4) characteristics of services and provide a suitable example of situation for each explanation.
Explain why services tend to be harder for customers to evaluate than goods.
Chapter 1 Solutions
OM (with OM Online, 1 term (6 months) Printed Access Card)
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- Discuss critically the new trends in customer service. Give examples to support your answerarrow_forwardDefine the concept of services in the context of business. How do services differ from tangible products, and what are the key characteristics of services?arrow_forwardDifferentiate in detail the three options from the perspective of customer service. Which do you believe will provide the best level of service? Why?arrow_forward
- Describe Overview of Service Designarrow_forwardWhat service marketing strategies should a service chain adopt to garner the following benefits: control, consistency and maintenance of image?arrow_forwardDefine the terms "service quality" and "measuring and monitoring service delivery," as well as their respective meanings.arrow_forward
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