Understanding Business
12th Edition
ISBN: 9781259929434
Author: William Nickels
Publisher: McGraw-Hill Education
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Question
Chapter 2.5, Problem 2.5AQ
Summary Introduction
To determine: The way in which the technology improves the quality of services.
Introduction:
Economics is the term used for the study of production, distribution and consumption of resources.
Services are the facilities provided by the individuals or organizations in intangible form.
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In your experience, are customers willing to provide a part of their own service? Are you also as a customer, Why?
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?
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Chapter 2 Solutions
Understanding Business
Ch. 2.1 - Prob. 2.1AQCh. 2.1 - Prob. 2.1BQCh. 2.1 - Prob. 2.1CQCh. 2.1 - Prob. 1TPCh. 2.1 - Prob. 2TPCh. 2.1 - Prob. 3TPCh. 2.2 - Prob. 2.2AQCh. 2.2 - Prob. 2.2BQCh. 2.2 - Prob. 1MEDCh. 2.2 - Prob. 4TP
Ch. 2.2 - Prob. 5TPCh. 2.2 - Prob. 6TPCh. 2.2 - Prob. 7TPCh. 2.3 - Prob. 2.3AQCh. 2.3 - Prob. 2.3BQCh. 2.4 - Prob. 8TPCh. 2.4 - Prob. 9TPCh. 2.4 - Prob. 10TPCh. 2.4 - Prob. 11TPCh. 2.5 - Prob. 2.5AQCh. 2.6 - Prob. 2.6AQCh. 2.6 - Prob. 12TPCh. 2.6 - Prob. 13TPCh. 2.6 - Prob. 14TPCh. 2.6 - Prob. 15TPCh. 2 - Prob. 1CECh. 2 - Prob. 2CECh. 2 - Prob. 3CECh. 2 - Prob. 4CECh. 2 - Prob. 1CTCh. 2 - Prob. 2CTCh. 2 - Prob. 3CTCh. 2 - Prob. 1DCSCh. 2 - Prob. 2DCSCh. 2 - Prob. 3DCSCh. 2 - Prob. 4DCSCh. 2 - Prob. 5DCSCh. 2 - Prob. 1PPTCh. 2 - Prob. 2PPTCh. 2 - Prob. 3PPTCh. 2 - Prob. 4PPTCh. 2 - Prob. 1VCCh. 2 - Prob. 2VCCh. 2 - Prob. 3VC
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- a company intends to offer a new service to some of its internal customers. Briefly discuss how the fact that the customers are internal would change the process of managing the four phases of the service life cycle.arrow_forwardwhich alternative would you not want if you were a service technician?arrow_forwardWhat are some more strategies that might be used to improve the efficiency of the delivery of services?arrow_forward
- How would you define evaluating the quality of the service?arrow_forwardCreate a service blueprint of the procedure andidentify opportunities for improvement.arrow_forwardHow can I answer this question below in a Knowledge, Skills, and Abilities (KSA) format? Demonstrate the ability to conduct unit reviews and customer service operations reviews.arrow_forward
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- Explain what an automatic identification system (AIS) is and how service organisations can use it to boost efficiency while expanding the range of services available.arrow_forwardCreate a service blueprint for customer support. It can be any company you'd like.arrow_forwardDraw at least one service blueprint of your visit to the restuarant business service.arrow_forward
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