Production and Operations Analysis, Seventh Edition
7th Edition
ISBN: 9781478623069
Author: Steven Nahmias, Tava Lennon Olsen
Publisher: Waveland Press, Inc.
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Question
Chapter 7.8, Problem 32P
Summary Introduction
Interpretation: A service failure example is to be discussed along with whether there was a remedy to it and whether firm could have done something better is to be explained.
Concept Introduction:Service failure is defined as the failure or not being able to provide the service as promised.
Service recovery refers to the act of reimbursing and mending the damage that has been done.
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Give an example of a service failure you have experienced. Was there any remedygiven? What could the firm have done better?
What are the three key components of every service recovery situation?
Think about a recent service encounter that you’ve had when you weredissatisfied with the service quality. What actions did you take? If youcomplained, what was the result? Was this a satisfactory result for you?If so, why, and if not, how could the service provider have done abetter job? If you did not complain, why not? Why do you thinkconsumers choose not to complain?
Chapter 7 Solutions
Production and Operations Analysis, Seventh Edition
Ch. 7.1 - Prob. 1PCh. 7.1 - Prob. 2PCh. 7.1 - Prob. 3PCh. 7.1 - Prob. 4PCh. 7.1 - Prob. 5PCh. 7.1 - Prob. 6PCh. 7.1 - Prob. 7PCh. 7.2 - Prob. 8PCh. 7.2 - Prob. 9PCh. 7.2 - Prob. 10P
Ch. 7.3 - Prob. 11PCh. 7.3 - Prob. 12PCh. 7.3 - Prob. 13PCh. 7.3 - Prob. 14PCh. 7.3 - Prob. 15PCh. 7.3 - Prob. 16PCh. 7.3 - Prob. 18PCh. 7.4 - Prob. 19PCh. 7.4 - Prob. 21PCh. 7.4 - Prob. 22PCh. 7.4 - Prob. 23PCh. 7.5 - Prob. 24PCh. 7.5 - Prob. 25PCh. 7.5 - Prob. 26PCh. 7.5 - Prob. 27PCh. 7.8 - Prob. 28PCh. 7.8 - Prob. 29PCh. 7.8 - Prob. 30PCh. 7.8 - Prob. 32PCh. 7.8 - Prob. 34PCh. 7.8 - Prob. 35PCh. 7.8 - Prob. 36PCh. 7 - Prob. 38APCh. 7 - Prob. 39APCh. 7 - Prob. 40APCh. 7 - Prob. 41APCh. 7 - Prob. 42APCh. 7 - Prob. 43APCh. 7 - Prob. 44APCh. 7 - Prob. 45APCh. 7 - Prob. 46AP
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- Having a firm grasp of the nature and function of a service is crucial.arrow_forwardIs there a significant difference between high-contact and low-contact services in terms of the way they are run, and if so, how? .arrow_forwardIt is essential to have a solid understanding of what a service is and how it operates.arrow_forward
- How does the software as a service model operate? Could you simply tell me what you're trying to say?arrow_forwardWhat are the advantages and disadvantages of providing a guarantee on the level of service that will be provided?arrow_forwardWhat distinctions exist between high-contact and low-contact services, and how may these distinctions be discussed?arrow_forward
- Discuss FIVE (5) consequences of the service failure to the organization and support your answer with examplesarrow_forwardIn what ways are high-contact and low-contact services different, and how may these differences be discussed?arrow_forwardAssume that you have been appointed as the head of a business unit in a major corporation. Over time this business unit has steadily been losing customers, rating the service delivery of this unit as “shocking” and “poor”. Your mandate is to improve service delivery and to re-establish a service culture. In your own words, explain what is meant by ‘service culturearrow_forward
- Clarify the difference between high-contact and low-contact services. Explain how the nature of the customer's experience may differ between the two and how you might manage the differences.arrow_forwardExplain service recovery and service guarantees.arrow_forwardDiscuss the ethical implications of sharing and monetizing services in a service-oriented ecosystem.arrow_forward
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