Questions from Service Marketing

Q: In what ways can you, as a consumer, help to

In what ways can you, as a consumer, help to improve productivity for at least three service organizations that you patronize? Which distinctive characteristics of each service make some of these acti...

Q: What are the main tools service firms can use to analyze and

What are the main tools service firms can use to analyze and address service quality problems?

Q: What are the main objectives of an effective customer feedback system?

What are the main objectives of an effective customer feedback system?

Q: What are the key customer feedback collection tools? What are the

What are the key customer feedback collection tools? What are the strengths and weaknesses of each of these tools?

Q: Why is productivity more difficult to measure in service than in manufacturing

Why is productivity more difficult to measure in service than in manufacturing firms?

Q: How can you integrate all the tools in a nine-step

How can you integrate all the tools in a nine-step approach to improve the quality and productivity of customer service processes?

Q: How do concepts such as TQM, ISO 9000, Six Sigma

How do concepts such as TQM, ISO 9000, Six Sigma and the Malcolm Baldrige and EFQM approaches relate to managing and improving service quality and productivity?

Q: How can customer choice between services in their consideration set be modeled

How can customer choice between services in their consideration set be modeled?

Q: Explain the relationships between service quality, productivity, and profitability.

Explain the relationships between service quality, productivity, and profitability.

Q: Identify the gaps that can occur in service quality and the steps

Identify the gaps that can occur in service quality and the steps that service marketers can take to prevent them.