(Q2)The productivity of service is related to how effectively input resources are transformed into value for customers. There are a few strategies that a service organization can use to improve their service productivity such as separation, self-service, postponement, focus, modules, automation, scheduling and training.
Giant is using self-service strategy to improve its service productivity. For what we know, Giant is encouraging its customers to shop online by using its website so that customers can examine, compare and evaluate at their own pace. By using its online shopping service, customers can enjoy 10 percent offer on Giant brand items and free home delivery services with purchase of $200 and above in a single receipt when customers shop. Besides that, one of the strategies Giant is using is separation. Separation is defined as a structure service that let customers go where the service is offered. For example, Giant has free shuttle bus service to let customers easily get to its supermarket and it provides free parking space for customers.
There are some advises that Giant can do to improve its service productivity. Under self-service strategy, Giant can have an express way that let customers scan their items and make payment by themselves. This will cut down cost on salaries and customers don’t need to waste time on queuing.
(Q3) Differentiation is to differentiate the organization itself from other competitors by using different strategies. Uniqueness can go beyond both the physical characteristics and service attributes to encompass everything that impacts customer’s perception of value. Such as Apple, there are many customers buy Apple products because of the brand and its’ phone and tablet have a great quality in the market of phones and