Concept explainers
(a)
Case summary:
In the given case it has been stated that the vehicle repairing organization provides the best services to the customers. The organization not only provides better services in the form of vehicle repairing but also in the waiting room, where customers wait when their vehicle is in the assembly line. They also guaranteed any type of repairing of the vehicle within 90 days and their employees are well experienced and well behaved. The waiting room of the company is equipped with all the modern communities.
Interpretation: The design features of the service delivery system are to be discussed.
(b)
Case summary:
In the given case it has been stated the vehicle repairing organization provides the best service to the customers. The organization not only provides better services in the form of vehicle repairing but also in the waiting room, where customers wait when their vehicle is in the assembly line. They also guaranteed any type of repairing of the vehicle within 90 days and their employees are well experienced and well behaved. The waiting room of the company is equipped with all the modern communities.
Interpretation: The design features of the service encounter system are to be discussed.
Want to see the full answer?
Check out a sample textbook solution- Scenario 3 Ben Gibson, the purchasing manager at Coastal Products, was reviewing purchasing expenditures for packaging materials with Jeff Joyner. Ben was particularly disturbed about the amount spent on corrugated boxes purchased from Southeastern Corrugated. Ben said, I dont like the salesman from that company. He comes around here acting like he owns the place. He loves to tell us about his fancy car, house, and vacations. It seems to me he must be making too much money off of us! Jeff responded that he heard Southeastern Corrugated was going to ask for a price increase to cover the rising costs of raw material paper stock. Jeff further stated that Southeastern would probably ask for more than what was justified simply from rising paper stock costs. After the meeting, Ben decided he had heard enough. After all, he prided himself on being a results-oriented manager. There was no way he was going to allow that salesman to keep taking advantage of Coastal Products. Ben called Jeff and told him it was time to rebid the corrugated contract before Southeastern came in with a price increase request. Who did Jeff know that might be interested in the business? Jeff replied he had several companies in mind to include in the bidding process. These companies would surely come in at a lower price, partly because they used lower-grade boxes that would probably work well enough in Coastal Products process. Jeff also explained that these suppliers were not serious contenders for the business. Their purpose was to create competition with the bids. Ben told Jeff to make sure that Southeastern was well aware that these new suppliers were bidding on the contract. He also said to make sure the suppliers knew that price was going to be the determining factor in this quote, because he considered corrugated boxes to be a standard industry item. As the Marketing Manager for Southeastern Corrugated, what would you do upon receiving the request for quotation from Coastal Products?arrow_forwardPlease explain the main differences between high-contact and low-contact service models.arrow_forwardDefine the terms "service quality" and "measuring and monitoring service delivery," as well as their respective meanings.arrow_forward
- Explain the four (4) distinguishing features of services and provide an appropriate illustration of a scenario to go along with each of the explanations.arrow_forwardEvaluate the role of service-level agreements (SLAs) in governing service interactions and quality of service in SOA.arrow_forwardIdentify THREE types of services by ISA (Integrated services Architecture). EXPLAIN the key elements of each service.arrow_forward
- Purchasing and Supply Chain ManagementOperations ManagementISBN:9781285869681Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. PattersonPublisher:Cengage Learning