1 – Understand the factors that affect an organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations‚ public organisations and third sector organisations. Please ensure you provide a description for each organisation‚ rather than a list. Organisation type Name of organisation Description of products and services Commercial organisation Zara Fashion chain focusing on sell
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The story “Bernice Bobs Her Hair” by Scott Fitzgerald shows many themes‚ but the theme that stuck out the most was female gender identity. The author shows female identity through Marjorie. She is a prime example of the typical “Mean Girl” stereotype. There were many instances of this‚ one example includes her saying “What’s some cheap popularity?”(7). This quote gives reason to believe that Marjorie thinks being popular is everything. Being popular is her main priority. There were many other quotes
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TABLE OF CONTENT 1.0 INTRODUCTION 3 2.0 BODY 2.1 Service encounters‚ service relationship and level of customer contact. 4 2.2 The framework of evaluation of services encounter 4 2.2.1 Customer expectations and customer emotions in the services encounters 5 2.3 Customer Satisfaction and Service Quality 6 2.3.1 The rate of service quality 6 2.4 Service failure and service gaps 7 2.4.1 Recommendation : Service gaps model 8 3.0 CONCLUSIONS 9 REFERENCE LIST 10 APPENDICES 12 1.0 INTRODUCTION
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MK2 SERVICES MARKETING COURSEWORK ASSIGNMENT QUESTION “Develop a service blueprint for an organization in the hospitality service industry of your choice” Development Steps; - Decide on the company’s service or service process to be blueprinted and the objective. - Determine who should be involved in the blueprinting process - Modify the blueprinting technique (if required) - Map the service as it happens most of the time. - Be sure customers remain the focus - Track insights that
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Rhytid/o wrinkle Seb/o scale Urtic/o rash‚ hives Xer/o dry Medical Terms Actinic keratosis Thickened area of the epidermis associated with aging and skin damage due to sun exposure. Albinism Condition of no pigment in the skin‚ hair‚ and eyes. (white skin) Alopecia Baldness Blepharoplasty Plastic surgery on the eyelids. Bulla large blister Carbuncle A skin abscess‚ a collection of pus that forms in the skin Cellulitis diffuse‚ acute inflammatory infection of the skin
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MANAGING SERVICE QUALITY IN HOSPITALITY INDUSTRY THROUGH MANAGING THE ‘MOMENT OF TRUTH’: A THEORETICAL APPROACH Deborah Christine Widjaja Lecturer‚ Hotel Management Program‚ Faculty of Economics‚ Petra Christian University Email: dwidjaja@peter.petra.ac.id Abstract: Hospitality industry is one of the service businesses that pays so much attention to service quality as it is the main intangible product that it produces. This short article examines how to manage service quality in hospitality industry
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Contents BACKGROUND 2 Methods 3 Observations 3 Interviews 4 Data analysis 5 Results 5 Observational Results 5 Observed waiting time and service delivery time at different service stations 6 Socio-demographic characteristics of respondents 6 OPD clinics: patient experiences at the entrance gate‚reception and medical records 6 OPD clinics: consultation waiting time 7 OPD clinics: complaints and recommendations 7 Interviews with patients at the laboratory 8 Patient satisfaction
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Food Preparation‚ Service and Delivery .......................................................................... 1 I. Standards for Menus.................................................................................................. 1 A. Master Menus (2-CO-4C-01‚ 4-4316M‚ 4-ACRS-4A-01M) .................................... 1 B. Medical Diets (2-CO-4C-01‚ 4-4318‚ 4-4319‚ 4-ACRS-4A-02M) ........................... 2 C. Special Diets (2-CO-5E-01‚ 4-4319‚ 4-ACRS-4A-03) ......................
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Tiffany can tell how the time was passing by looking at how long Mila’s hair is. A beautiful orange-yellow coat of good-looking long straight silky fur. Tiffany runs her fingers through it‚ but they get stuck in the little whorls and eddies of strands. She notices the seasons passing through it. In spring her fur was like a soft fuzz of baby leaves but then it became stubbly and itchy and stiff in the summer. Shiny and glossy it became in the fall‚ with the color of a bright new copper penny‚ and
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Edwin Arlington Robinson´s poem “Richard Cory”‚ Cory “was richer than a king” and everybody wanted to be like him. But Cory wasn´t happy and “Went home and put a bullet through his head”. Also F. Scott Fitzgerald wrote his short story “Bernice Bobs Her Hair” about rich people: Bernice and her friends
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