OPERATIONS MANAGEMENT IN THE SUPPLY CHAIN: DECISIONS & CASES (Mcgraw-hill Series Operations and Decision Sciences)
7th Edition
ISBN: 9780077835439
Author: Roger G Schroeder, M. Johnny Rungtusanatham, Susan Meyer Goldstein
Publisher: McGraw-Hill Education
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Chapter 8, Problem 4DQ
Summary Introduction
To determine: The reason for service failure in a restaurant.
Introduction: The extent to which the customer needs and expectations are met for which a product accomplishes its purpose for a definite period of time is known as quality.
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Recall a bad service experience that you recently had. What led to the service failure? Consider such dimensions as tangibles, reliability, responsiveness, assurance, or empathy.
Which dimension of service quality refers to the knowledge and courtesy of employees and
their ability to inspire trust and confidence?
O assurance
O special features
O service reliability
empathy
O responsiveness
Recall a bad service experience that you recently had. What led to the service failure? Consider such dimensions as tangibles, reliability, responsiveness, assurance, or empathy. How would you recommend fixing it? (not the specific event, but from the management-level to ensure that this type of problem never happens again!)
Chapter 8 Solutions
OPERATIONS MANAGEMENT IN THE SUPPLY CHAIN: DECISIONS & CASES (Mcgraw-hill Series Operations and Decision Sciences)
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Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, operations-management and related others by exploring similar questions and additional content below.Similar questions
- Which is not one of the dimentions of service quality? Intangibility empathy assurance reliabilityarrow_forwardWhat are the three key components of every service recovery situation?arrow_forwardWhich of the determinants of service quality involves performing the service right the first time? O access Oresponsiveness O reliability Ocourtesy O credibilityarrow_forward
- Provide relevant examples using one business organization of the (5) components of service quality. Please help tangibility reliability assurance responsiveness empathyarrow_forwardDiscuss FIVE (5) consequences of the service failure to the organization and support your answer with examplesarrow_forwardWhich of the following is not one of the dimensions of service quality?Reliability a. Responsibility b. Assurance c. Empathy d. All of these are dimensions of service quality.arrow_forward
- What are the benefits and drawbacks of offering a guarantee on the quality of the service?arrow_forwardChoose five of the dimensions of service quality and for each of them name a servicefirm that you believe competes effectively on this dimension. Explain your answersarrow_forwardSuppose you are going to have a prescription filled at a local pharmacy. Referring to the listed dimensions of service quality, match an example of how you would judge the quality of the service with each given dimension. Note: Each answer choice will only be used once. Dimensions 1. Tangibles 2 Convenience 3. Reliability 4 Responsiveness 5. Time 6. Assurance 7. Courtesy 8. Consistency 9. Expectations Examples Appearance of the pharmacy and the staff Friendliness of the server How long did you have to wait? Is the prescription correctly filled?arrow_forward
- In SERVQUAL, which attributive in service expectation includes apparent/visual confirmation of service availability? A-Assurance B- Reliability C- Responsiveness D- Empathy E- Tangibilityarrow_forwardDiscuss the role of automated monitoring and alerting systems in modern system management strategies. How do these systems enhance system performance and reliability?arrow_forwardDescribe the concept of business continuity testing and its importance. How can organizations conduct effective testing of their continuity plans?arrow_forward
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