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Top 10 learning questions for chapter 13 designing and managing services repost

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Top 10 learning questions for chapter 13 designing and managing services repost

  1. 1. TOP 10 Learning Questions for Chapter 13 : Designing and Managing Services Mark Lee September 2, 2010 www.markleelegendary.blogspot.com
  2. 2. 1. The following are examples of service sectors except for : <ul><li>Government </li></ul><ul><li>Retail </li></ul><ul><li>Business </li></ul><ul><li>Wholesale </li></ul><ul><li>Manufacturing </li></ul>www.markleelegendary.blogspot.com
  3. 3. Service Sectors Government Private Nonprofit Business Manufacturing Retail www.markleelegendary.blogspot.com
  4. 4. Service Sectors <ul><li>Wholesale is not a part of the service sector because wholesaling is not a service. </li></ul>www.markleelegendary.blogspot.com
  5. 5. 1. Which of the 4 P’s does “inventory” or having item on stock belong to? <ul><li>Government </li></ul><ul><li>Retail </li></ul><ul><li>Business </li></ul><ul><li>Wholesale </li></ul><ul><li>Manufacturing </li></ul>www.markleelegendary.blogspot.com
  6. 6. 2. Service is an act or performance one party can offer that is essentially _____. <ul><li>Tangible </li></ul><ul><li>Intangible </li></ul><ul><li>Variable </li></ul><ul><li>Measurable </li></ul><ul><li>Perishable </li></ul>www.markleelegendary.blogspot.com
  7. 7. Service <ul><li>A service is any act or performance that one party can offer to another that is essentially intangible, does not result in the ownership of anything, and may or may not be tied to a physical product </li></ul>www.markleelegendary.blogspot.com
  8. 8. Service <ul><li>Examples : </li></ul><ul><li>Barbershops </li></ul><ul><li>Parlors </li></ul><ul><li>Spas </li></ul><ul><li>essentially intangible, does not result in the ownership of anything, and may or may not be tied to a physical product </li></ul>www.markleelegendary.blogspot.com
  9. 9. 2. Service is an act or performance one party can offer that is essentially _____. <ul><li>Tangible </li></ul><ul><li>Intangible </li></ul><ul><li>Variable </li></ul><ul><li>Measurable </li></ul><ul><li>Perishable </li></ul>www.markleelegendary.blogspot.com
  10. 10. 3. What is the solution to a customer failure? <ul><li>Replace the item that is bought or reimburse the customer for a failed service. </li></ul><ul><li>Maintain other good customers to cover up for non-satisfied customers </li></ul><ul><li>Research on target customers and identify their needs. </li></ul><ul><li>Encourage raffle prizes and freebies to compensate for a failure. </li></ul><ul><li>Incorporate the right technology to aid employees and customers. </li></ul>www.markleelegendary.blogspot.com
  11. 11. Solutions to Customer Failures <ul><li>Redesign processes and redefine customer roles to simplify service encounters </li></ul><ul><li>Incorporate the right technology to aid employees and customers </li></ul><ul><li>Create high performance customers by enhancing their role clarity, motivation and ability </li></ul><ul><li>Encourage customer citizenship where customers help customers. </li></ul>www.markleelegendary.blogspot.com
  12. 12. Customer Failures <ul><li>This act is failure to meet customer needs,wants </li></ul><ul><li>and satisfaction. By Incorporating the right technology to aid employees and customers, they can solve customer failures. </li></ul>www.markleelegendary.blogspot.com
  13. 13. 3. What is the solution to a customer failure? <ul><li>Replace the item that is bought or reimburse the customer for a failed service. </li></ul><ul><li>Maintain other good customers to cover up for non-satisfied customers </li></ul><ul><li>Research on target customers and identify their needs. </li></ul><ul><li>Encourage raffle prizes and freebies to compensate for a failure. </li></ul><ul><li>Incorporate the right technology to aid employees and customers. </li></ul>www.markleelegendary.blogspot.com
  14. 14. 4. What are the 4 distinctive characteristics of Service? <ul><li>intangibility, inseparability, variability, perishability. </li></ul><ul><li>Compatibility, intangibility, inseparability, variability. </li></ul><ul><li>Sensibility, compatibility, intangibility, inseparability. </li></ul><ul><li>Perishability, responsibility, compatibility, intangibility. </li></ul><ul><li>None of the Above </li></ul>www.markleelegendary.blogspot.com
  15. 15. SERVICES <ul><li>Has 4 distinctive characteristics – intangibility, inseparability, variability, perishability. </li></ul>www.markleelegendary.blogspot.com
  16. 16. SERVICES <ul><li>Barbershops, Parlors and Spas have these common characteristics intangibility, inseparability, variability, perishability. </li></ul>www.markleelegendary.blogspot.com
  17. 17. 4. What are the 4 distinctive characteristics of Service? <ul><li>intangibility, inseparability, variability, perishability. </li></ul><ul><li>Compatibility, intangibility, inseparability, variability. </li></ul><ul><li>Sensibility, compatibility, intangibility, inseparability. </li></ul><ul><li>Perishability, responsibility, compatibility, intangibility. </li></ul><ul><li>None of the Above </li></ul>www.markleelegendary.blogspot.com
  18. 18. 5. Which of these is not a determinant of Service Quality <ul><li>Reliability </li></ul><ul><li>Tanglibles </li></ul><ul><li>Assurance </li></ul><ul><li>Empathy </li></ul><ul><li>Variability </li></ul>www.markleelegendary.blogspot.com
  19. 19. Determinants of Service Quality www.markleelegendary.blogspot.com Reliability Responsiveness Assurance Empathy Tangibles
  20. 20. Determinants of Service Quality <ul><li>Variability, is not included in the determinants </li></ul><ul><li>of service quality. </li></ul>www.markleelegendary.blogspot.com
  21. 21. 5. Which of these is not a determinant of Service Quality <ul><li>Reliability </li></ul><ul><li>Tanglibles </li></ul><ul><li>Assurance </li></ul><ul><li>Empathy </li></ul><ul><li>Variability </li></ul>www.markleelegendary.blogspot.com
  22. 22. 6. What are the common worries of Customers? <ul><li>Failure Frequency </li></ul><ul><li>Downtime </li></ul><ul><li>Out of Pocket costs </li></ul><ul><li>A and B </li></ul><ul><li>All of the Above </li></ul>www.markleelegendary.blogspot.com
  23. 23. Customer Worries www.markleelegendary.blogspot.com Failure Frequency Downtime Out of Pocket Costs
  24. 24. Customer Worries <ul><li>www.markleelegendary.blogspot.com </li></ul>Customers have these things as their common worries when they get services, the frequency of failure, downtime and out of pocket costs.
  25. 25. 6. What are the common worries of Customers? <ul><li>Failure Frequency </li></ul><ul><li>Downtime </li></ul><ul><li>Out of Pocket costs </li></ul><ul><li>A and B </li></ul><ul><li>All of the Above </li></ul>www.markleelegendary.blogspot.com
  26. 26. 7. What is NOT a root cause of Customer Failure? <ul><li>People </li></ul><ul><li>Technology </li></ul><ul><li>Operations </li></ul><ul><li>Servicescape </li></ul><ul><li>Process </li></ul>www.markleelegendary.blogspot.com
  27. 27. Root Causes of Customer Failure www.markleelegendary.blogspot.com Identified Customer Failure People Process Technology Sercivescape
  28. 28. Root Causes of Customer Failure <ul><li>www.markleelegendary.blogspot.com </li></ul>Failure in people, process, technology and servicescape are the identified customer failure.
  29. 29. 7. What is NOT a root cause of Customer Failure? <ul><li>People </li></ul><ul><li>Technology </li></ul><ul><li>Operations </li></ul><ul><li>Servicescape </li></ul><ul><li>Process </li></ul>www.markleelegendary.blogspot.com
  30. 30. 8. The service component can be a minor or a major part of the total offering. The categories of service mix are as follows except : <ul><li>Pure tangible good </li></ul><ul><li>Pure intangible good </li></ul><ul><li>Pure service </li></ul><ul><li>Good accompanying services </li></ul><ul><li>Hybrid </li></ul>www.markleelegendary.blogspot.com
  31. 31. Categories of Service Mix www.markleelegendary.blogspot.com <ul><li>pure tangible good </li></ul><ul><li>tangible good with accompanying services </li></ul><ul><li>hybrid </li></ul><ul><li>major service with accompanying minor goods and services </li></ul><ul><li>pure service. </li></ul>
  32. 32. Categories of Service Mix <ul><li>www.markleelegendary.blogspot.com </li></ul>The service component can be a minor or a major part of the total offering. The categories of service mix are as follows: pure tangible good, tangible good with accompanying services, hybrid, major service with accompanying minor goods and services, and pure service.
  33. 33. 8. The service component can be a minor or a major part of the total offering. The categories of service mix are as follows except : <ul><li>Pure tangible good </li></ul><ul><li>Pure intangible good </li></ul><ul><li>Pure service </li></ul><ul><li>Good accompanying services </li></ul><ul><li>Hybrid </li></ul>www.markleelegendary.blogspot.com
  34. 34. 9. How do we increase Quality Control in Services? <ul><li>Invest in good hiring and training procedures </li></ul><ul><li>Invest in good technology and operating procedures </li></ul><ul><li>Monitor customer satisfaction </li></ul><ul><li>A and B </li></ul><ul><li>A and C </li></ul>www.markleelegendary.blogspot.com
  35. 35. How to increase Quality Control www.markleelegendary.blogspot.com Invest in good hiring and training procedures Standardize the service – performance process Monitor Customer Satisfaction
  36. 36. Quality Control Increase <ul><li>www.markleelegendary.blogspot.com </li></ul>Investing in good hiring and training procedures, standardizing the service performance processes and monitoring customer satisfaction increases quality control of service.
  37. 37. 9. How do we increase Quality Control in Services? <ul><li>Invest in good hiring and training procedures </li></ul><ul><li>Invest in good technology and operating procedures </li></ul><ul><li>Monitor customer satisfaction </li></ul><ul><li>A and B </li></ul><ul><li>A and C </li></ul>www.markleelegendary.blogspot.com
  38. 38. 10. Services vary in many ways which includes basis, process, need, objectives, and _________. <ul><li>Motivation </li></ul><ul><li>Evaluation </li></ul><ul><li>Standardization </li></ul><ul><li>Observation </li></ul><ul><li>Perception </li></ul>www.markleelegendary.blogspot.com
  39. 39. Services vary in many ways www.markleelegendary.blogspot.com basis, process, need, objectives, and evaluation.
  40. 40. Services vary in many ways <ul><li>www.markleelegendary.blogspot.com </li></ul>Not all services are the same, as for the examples of barbershop, salon and spa, they are different in many ways, specially in the aspect of basis, process, need, objectives, and evaluation.
  41. 41. 10. Services vary in many ways which includes basis, process, need, objectives, and _________. <ul><li>Motivation </li></ul><ul><li>Evaluation </li></ul><ul><li>Standardization </li></ul><ul><li>Observation </li></ul><ul><li>Perception </li></ul>www.markleelegendary.blogspot.com
  42. 42. TOP 10 Learning Questions for Chapter 13 : Designing and Managing Services Mark Lee September 2, 2010 www.markleelegendary.blogspot.com

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