Question 1 : Develop a service blueprint of the “as is” process After the ticket update‚ there is a survey request (not on the blueprint! ! ) Question 2: Evaluate the performance of the service process in terms of value-creation for the company and for the customer. There are a number of activities that create value in this blueprint: The first contact with the customer is of great importance‚ thus ‘take call’ is one of them. Others are: The status reports that are passed on to the customer
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Service Marketing 10MBAMM314 Syllabus Module I Introduction to services: What are services‚ Why service marketing‚ Difference in goods and service in marketing‚ Myths about services‚ Concept of service marketing triangle‚ Service marketing mix‚ GAP models of service quality Module II Consumer behaviour in services: Search‚ Experience and Credence property‚ Customer expectation of services‚ Two levels of expectation‚ Zone of tolerance‚ Factors influencing customer expectation of services Customer
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On that day everything went wrong‚ I fell on the ground with a "BONG"! I hurt my elbows and knees And misplaced my cupboard keys. I dreamt of a horrible ghost‚ At breakfast I burnt my toast. I couldn’t find my tie‚ I couldn’t find my shirt And when I did find it‚ it was covered in dirt! I came to know‚ when I heard the clock’s chime That I had lost control of time. It was past six fifteen‚ O‚ How stupid I had been! On that very day‚ I missed my bus And then I made
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In “Everything That Rises Must Converge” Flannery O’Connor took great attention in the details of the story which help take the reader on an emotional roller coaster. She presents Julian’s mother as nostalgic for the antebellum days of living on a plantation maintained by slaves and a time when her family name garnered respect. Tired of listening to his mother’s repeated rants of a time well past‚ Julian resorts to name calling and belittling her. While it appears that O’Connor uses symbols and
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Sample Service Encounter Journal Entries We all have a number of such encounters each week‚ including (but not limited to) restaurants‚ banks‚ airlines‚ dry cleaners‚ doctors‚ dentists‚ libraries‚ photographers‚ tutors‚ travel agencies‚ theaters‚ pest control agencies‚ phone companies‚ automotive mechanics‚ insurance companies‚ attorneys‚ accountants‚ and copy centers. Those doing this assignment are to keep a “journal” of your service encounter experiences. The purpose of the journal is to identify
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Everything Happens for a Reason M. Night Shyamalan uses the impact of Colleen’s sacrificial death on the Hess family‚ Graham’s struggle with faith‚ and every character’s quirk to prove that everything happens for reason. Graham is a dynamic character throughout the story. He begins as the town Reverend‚ and as a follower of Christ. But‚ when his wife is killed‚ he begins to question his faith and he wonders why God would let something so horrible to him because he was a good person. He then becomes
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Customer is at the centre of everything we do in an organisation. Discuss this statement and how an organisation can benefit from listening to the “voice of the customer”. Introduction Can a business exist without customers who buy the products? Is there a star product with no customers buying it? The only way for a product to become “the star product” is by having many people buying it. Thus the customer becomes the lynch pin of everything we do in organisations. Consequently‚ today’s competitive
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Evidently‚ it has been agreeable that everything at Hailsham is oddly puzzling—mysterious. There have been many questions raised by Kathy H. the narrator which encourages the reader to follow her suspects. We agree with many points mentioned by other students: the use of the word ‘guardian‚’ the students’ life at Hailsham‚ and ‘the Gallery.’ However‚ there is one particular character and the statement she makes that strongly strikes our interest: Miss Lucy and her statement about the students are
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It might seem as if “Everything Will Be Okay” and Freak The Mighty are very different kinds of stories. One is a short true story and the other is a fictional novel. But if you look a little closer you will see that both stories share a similar theme. In both pieces of text the author teaches us that you can make your own choices and not let others choose for you. In “Everything Will Be Okay”‚ the author shows us that we get to make our own decisions. Everybody in James Family expects him to be
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I fell out of bed to see that my alarm clock hadn’t gone off. I was late for school! I rushed to the bathroom‚ grabbed what I thought was my toothpaste and brushed my teeth. To only find out it was actually my sisters’ colour hair mousse. I looked in the mirror to see my teeth were dark brown. No time to worry about it now‚ I needed to have breakfast I was late for school! I grabbed the milk and cereal and ate as quickly as I could. While eating I found the cereal to have an awful taste‚ I looked
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