University of Chester MBA Management in the Service Economy (BU 7734) Cohort 11 Assessment This assessment is in THREE PARTS and consists of: 1) Activity 1: Service Encounter Diary (1,000 words) Worth 25% of overall module grade. Submission is online ONLY via Turnitin by 12.00pm Friday 29th May 2015. 2) Activity 2: Strategic Service Marketing in context (1,000 words) Worth 25% of overall
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Service Strategy Meghna B. Patel Illinois Institute of Technology, Chicago Service Strategy ITIL (Information Technology Infrastructure Library) framework is considered as a set of best practices for IT Service Management (ITSM). This framework is widely used by many IT service providers to deliver quality IT services that adds value to customer and aims at attaining the business objectives. It consists of different processes and functions which are divided among five stages of service life cycle
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Characteristics of a Service What exactly are the characteristics of a service? How are services different from a product? In fact many organisations do have service elements to the product they sell, for example McDonald’s sell physical products i.e. burgers but consumers are also concerned about the quality and speed of service, are staff cheerful and welcoming and do they serve with a smile on their face? There are five characteristics to a service which will be discussed below. 1. Lack
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Coursework for INMR88 Enterprise Systems Step 8: Feasibility Report of Adopting an ERP2 System The family owned Bandon Group started as a distributor of office equipment. Growing by acquiring additional dealerships, it has already had four divisions in the western U.S. Portland, Phoenix, Salt Lake City and Denver with headquarters in Phoenix. The general objective of Bandon Divisions is to provide office information systems and offer value-added services and technology integration according to
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OM 2 Chapter 1: Goods, Services, and Operations Management Problems, Activities, and Discussions 1) Explain how operations management activities affect the customer experiences described in the anecdote at the beginning of this chapter. What “moments of truth” would a customer at Disney World encounter? Think about the total experience including lodging, food service, shopping, and transportation, as well as theme park attractions and operations. The anecdote of a Disney experience
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CONCLUSION AND RECOMMENDATION The beauty-care service industry is now booming. As a business, as well as an opportunity, this sector already started to contribute in the economic growth. Along with the increase of disposable income, the expenditure of the customers in this sector significantly increases. Today beauty care service is not just a luxury, it is a necessity. Along with this growing significance, the issues of service quality and customer satisfaction have also become burning questions
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and services, processes, people, and other business activities. Good measures provide a “scorecard” of performance, help identify performance gaps, and make accomplishments visible to the workforce, the stock market, and other stakeholders. Financial Measures • Often take top priority in for-profit organizations. • Traditional financial measures include revenue, return on investment, operating profit, pretax profit margin, asset utilization, growth, revenue from new goods and services, earnings
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Services Marketing March 2012 1 Index ActivoBank.............................................................................................................................................. 2 ActivoBank’ Service Distribution Channels .............................................................................................. 3 Gaps Model of Service Quality applied in ActivoBank .............................................................................. 6 Gap 0: Customer Gap ...
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OF SERVICE PERSONNEL: The employees are the face of the organization. The service sector consists of industries which are high customer contact and medium customer contact industries. In such industries it is the employees who are in constant contact with the customer . The training and empowerment of such employees becomes very essential. This is due to the following reasons: 1. To ensure that the employees provide better service performance 2. to develop the service quality
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organizations today are offering service guarantee in their service offer. Discuss the characteristics of a good service guarantee and its benefits. Evaluate the following service guarantee offered by a restaurant for its home delivery services: “30 minutes guarantee. 10% discount on delayed delivery orders”. Answer: A service guarantee is a marketing tool that service firms have increasingly been using to reduce consumer risk perceptions, signal quality, differentiate a service offering, as well as to
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