Service Management, Student Workbook: An Integrated Approach to Supply Chain Management and Operations by Cengiz Haksever & Barry Render

Author:Cengiz Haksever & Barry Render
Language: eng
Format: epub
Publisher: FT Press
Published: 2013-03-13T16:00:00+00:00

Discussion Questions

1. Discuss the reasons why a service organization should pursue superior quality as an objective.

2. How would the perception of superior-quality service make an organization less vulnerable to competition based on price cutting?

3. Discuss the applicability of Garvin’s eight dimensions of quality to services.

4. Describe the five dimensions of service quality of the gaps model.

5. Do you agree that “reliability” is the most important service quality dimension for customers? Explain.

6. Discuss some possible ways of closing Gap 1 in the gaps model.

7. Discuss some possible ways of closing Gap 2 in the gaps model.

8. Discuss some possible ways of closing Gap 3 in the gaps model.

9. Discuss some possible ways of closing Gap 4 in the gaps model.

10. Customer satisfaction is the foundation of TQM philosophy. Do you agree with this view? Why?

11. Why is leadership so important in the TQM philosophy?

12. What is meant by “management by fact” as a principle of TQM?

13. Why is service recovery important, and how can a service organization prepare for service failures?

14. Why should an organization guarantee its service? Is it a good idea for all service organizations?

15. Discuss the characteristics of effective service guarantees.

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