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Terms in this set (24)
In what order has service operations value chain evolved over the years?
commodities, goods, services, experiences
What is the quickest way to turn a service into an experience?
provide a poor service
High customer satisfaction ratings equals high customer retention for a firm.
The quality of education a student receives a GT is determined by the student's effort as much as the instructors is an example of what service operations trait?
What principle allows firms at the opposite ends of the customer service spectrum, like Waffle House and the Ritz Carlton, to both achieve high customer satisfaction?
setting and meeting customer expectations
In an effort to move up the value chain and charge customers more, companies are developing ___?
By accommodating customer variability, we can help increase customer satisfaction. What is preventing all firms from doing so?
service operations can lower cost by taking advantage of economies of scale.
who is a firm's most dangerous customer?
the one they never hear from
80% of companies believe they deliver a "superior experience" to the customer. This number is _____?
much higher than actual
financial rewards are a great way to motivate employees and retain them.
when evaluating the effectiveness of your order management cycle, what is the first step?
create a flow chart of the process
what percentage of service problems are caused by the customer themselves?
If you are managing a financial planning firm, focused on family wealth management, what type of service system is most appropriate?
face-to-face total customization
if you are managing a financial planning firm, focused on family wealth management, what type of strategy would you most likely use to account for customer variability?
Managing service worker capacity can be solved by _____?
outsourcing and overtime
what is the downside for companies accepting blame for service failures that are caused by the customer?
removes incentive for the customer to improve their performance
which of the following are types of customer variability?
arrival, request, capability, effort, subjective performance
fool-proofing the design of your service helps prevent customers from failing, but not when the failure is due to ______?
which of the following are potential solutions that will prevent your customers from failing?
simplify the process to reduce the opportunities for mistakes, target customers who are the right fit for your service
one of the biggest factors in customer satisfaction is ensuring the firm is attracting the right customer for their service.
which of the following would be the most effective at influencing customer behavior?
a company investing in workplace design and employee training would see a result of increased profitability
this method is the most effective way a firm can increase profits
increase customer retention
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