Q: How would you change the process to improve it?
How would you change the process to improve it?
See AnswerQ: Referring back to the case example on the Lap worth Museum of
Referring back to the case example on the Lap worth Museum of Geology, construct the service concept for the current (redesigned) museum. Despite being very successful, it is a fact that tourism and l...
See AnswerQ: From the 1960s through to the late 1990s, ‘no loitering’
From the 1960s through to the late 1990s, ‘no loitering’ had been an important principle underlying McDonald’s operations. Founder Ray Kroc had ordered that pay telephones, jukeboxes, and vending mach...
See AnswerQ: An IT Infrastructure Support Group services the IT infrastructure of several clients
An IT Infrastructure Support Group services the IT infrastructure of several clients. In shaping a suitable service concept it is aware that, in effect, the group serves two distinct customer groups w...
See AnswerQ: Earlier in the chapter, we explored the case example of the
Earlier in the chapter, we explored the case example of the Japanese hairdressers, QBNET. The service concept for QBNET is essentially simple and no-frills barbering service. The QBNET service has bee...
See AnswerQ: If you search online under the single word ‘relationships’, you
If you search online under the single word ‘relationships’, you will be bombarded with advice on personal relationships. Also, the language used by authors to describe customer relationships often ech...
See AnswerQ: Re-read the case example on The Prison Service. Why
Re-read the case example on The Prison Service. Why is it valuable to consider all the stakeholders in this particular example?
See AnswerQ: Calculate your lifetime value for three service organizations that you use –
Calculate your lifetime value for three service organizations that you use – for example, supermarket, clothing retailer, music download website, bar or bank. What are the problems in assessing lifeti...
See AnswerQ: Re-read the case example ‘Revenge of the taxi driver’
Re-read the case example ‘Revenge of the taxi driver’. What do you think are the problems of platform services such as this rating both providers and users of a service?
See AnswerQ: Re-read the case example on the Harley Owners Group (
Re-read the case example on the Harley Owners Group (H.O.G.). Why does Harley-Davidson put so much effort into promoting this club?
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