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Draw at least one service blueprint of your visit to the restuarant business service.
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- Service Intangibility means that customers of a hair salon cannot see their haircuts until after the service is completed. How might a hair stylist use their own personal grooming and choice of work clothing to deal with this issue?Discuss Key determinants of service quality. Elaborate with examples.How a customer measures the service delivery of an organization?
- List and define five dimensions of service quality. Describe the services provided by a firm you do business with (e.g. your bank, your doctor, your favorite restaurant) on each of the dimensions. In your mind, has the organization distinguished itself from its competitors on any particular service quality dimension?Create a customer blueprint using the guest cycle as a model for a fine-dining Italian restaurant. Consider the touch points at each component. The different components of the guest cycle include pre-arrival, arrival, on site, departure, and assessment. In order to provide quality service, what are the top four things that a service environment must provide?
- In many instances, "other customers" are present in the service environment and can affect the nature of the service outcome or process. List and discuss four ways that "other customers" can adversely affect the service delivery at a musical concert. Explain.How can customers themselves contribute to their service experience quality and satisfaction?Explain this considering: Hospital Explain BriflyDefine what is service culture.
- 1. What are the determinants of service quality? 2. Explain the service quality model and each gap of the model. 3. What are prevention, appraisal, and failure (internal and external) costs.Describe the services provided by a firm you do business with (your favorite airline, your favorite restaurant) with respect to service quality. In your mind, has this organization distinguished itself from its competitors on any particular service quality dimension?Suppose a company intends to offer a new service to some of its internal customer. Discuss how the fact that the customer are internal would change the process of managing the four phases of service life cycle.