A Framework for Analyzing Service Operations
A Framework for Analyzing Service Operations
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In our eReader you can find the full English version of the book. Read A Framework for Analyzing Service Operations Online - link to read the book on full screen. Our eReader also allows you to upload and read Pdf, Txt, ePub and fb2 books. In the Mini eReder on the page below you can quickly view all pages of the book - Read Book A Framework for Analyzing Service Operations
What reading level is A Framework for Analyzing Service Operations book?
To quickly assess the difficulty of the text, read a short excerpt:
In contrast, it is rather difficult to compare the features of, for instance, a tennis racket with those of a car. Beyond the general quality of the workmanship, there is very little that the two items have in common. This means that a customer's experience with one is not likely to affect her expectations of the other.
The distinction between the service component and the actual good being purchased is important here. Although a car and a tennis racket are difficult to compare, the service com...ponent of these purchases are comparable. For example, the quality of the salesperson's assistance, the comfort of the environment in which the sale is made, the response time of the organization, and guarantees of satisfaction can be compared for tennis rackets and automobiles. Therefore, a customer's experience buying a tennis racket shapes to some extent his expectations and perceptions of the car-bu)dng experience. It is important for managers to be sensitive to this difference between the comparability of services and manufactured goods because customers compare them not only to their direct competitors, but also to other non-related service providers.
What to read after A Framework for Analyzing Service Operations?
You can find similar books in the "Read Also" column, or choose other free books by Gabriel R Bitran to read onlineMoreLess
To quickly assess the difficulty of the text, read a short excerpt:
In contrast, it is rather difficult to compare the features of, for instance, a tennis racket with those of a car. Beyond the general quality of the workmanship, there is very little that the two items have in common. This means that a customer's experience with one is not likely to affect her expectations of the other.
The distinction between the service component and the actual good being purchased is important here. Although a car and a tennis racket are difficult to compare, the service com...ponent of these purchases are comparable. For example, the quality of the salesperson's assistance, the comfort of the environment in which the sale is made, the response time of the organization, and guarantees of satisfaction can be compared for tennis rackets and automobiles. Therefore, a customer's experience buying a tennis racket shapes to some extent his expectations and perceptions of the car-bu)dng experience. It is important for managers to be sensitive to this difference between the comparability of services and manufactured goods because customers compare them not only to their direct competitors, but also to other non-related service providers.
What to read after A Framework for Analyzing Service Operations?
You can find similar books in the "Read Also" column, or choose other free books by Gabriel R Bitran to read onlineMoreLess
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