Gray M‚ Wood R. 2011. Mental Models‚ Decision Rules‚ and Performance Heterogeneity. Strategic Management Journal‚ 32(6)‚ 569-694. Definition of Key Concepts: Managerial cognition- managerial mental models are a critical determinant of strategic choices. Ephemeral- lasting for only a short period of time and leaving no permanent trace Assumptions‚ theoretical arguments‚ and their justification: The authors cite significant evidence that mental models influence decision making through managers’
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COLLABORATIVE SCHEDULING MODEL FOR SUPPLY-HUB MANAGEMENT Roshan Gaonkar & N.Viswanadham The Logistics Institute – Asia Pacific National University of Singapore tlirsg@nus.edu.sg‚ mpenv@nus.edu.sg Supply-hubs‚ supported by information sharing technologies‚ are being used by contract manufacturers in hi-tech industries to streamline their supply-side inventory management‚ in response to shortening product lifecycles and the necessity of configuring goods to order. In this paper‚ we develop
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process: waiting room equipped with a TV‚ comfortable chairs‚ coffee‚ a soft drink vending machine‚ magazines‚ newspaper Simultaneity: vehicle repaired only when it comes‚ variation in repairs/day‚ not only quality but other measures like customer satisfaction Perishability: capacity of Village Volvo‚ an hour without repair Intangibility: reputation of Village Volvo Heterogeneity: variation of problems from vehicle to vehicle 3. Characterize Village Volvo in regard to the nature of the service act
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The Nature of Services Learning Objectives Classify a service into one of four categories using the service process matrix. Describe a service using the four dimensions of the service package. Discuss the managerial implications of the distinctive characteristics of a service operation. Discuss the insights obtained from a strategic classification of services. Discuss the role of a service manager from an open-systems view of service. An Integrated Approach to
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1-Describe Village Volvo’s service package: First of all we need to define what service package is. The service package is defined as a bundle of good and services with information that is provided in some environment. This bundle consist of five components describing services such as: • Supporting facility • Facilitating goods • Information • Explicate service • Implicit service Village Volvo represents an effort by two former authorized Volvo dealer
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case study is by looking at the general characteristics of service marketing and which of these characteristics are most significant in the case of car rentals. In general‚ services are characterized by their intangibility‚ perishability‚ heterogeneity and simultaneity. But different services vary significantly in the extent to which these characteristics hold. Intangibility--While strictly speaking‚ the "service" of car rental is intangible‚ given the physical nature of the rented vehicle‚ it really
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OUTLINE CONTENT | PAGES | introduction | 2 | Question 1 (9 degrees of method) | 3-6 | Question 2 | 7-9 | conclusion | 10 | Appendix and reference | 11-13 | Introduction Sushi King first opened in 1995‚ pioneering a new era of Japanese cuisine in Malaysia with our unique ‘Kaiten Sushi’ or ‘Revolving Sushi’ with quick service restaurant concept. Offering range of Japanese cuisine where everyone can enjoy it t really affordable price. With the nice environment that they have ‚ they are really
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Village Volvo 1) Describe Village Volvo’s service package. If we define what service package is we can say that the service package is defined as a bundle of goods and services with information that is provided in some environment. This bundle contains five features describing services such as; • Supporting Facility • Facilitating Goods • Information • Explicate Services • Implicit Service Village Volvo shows an effort by two former authorized Volvo dealers
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Customer Relationship Management “Customer relationship management is a comprehensive strategy and process of acquiring‚ retaining and partnering with selective customers to create superior value for the company and customers”. Importance of CRM * Identifying customer needs. * Identifying untapped business potential. * Identify strong & weak points of suppliers. * Benchmarking to achieve global excellence. * Help in rediscovering the customers and understanding them
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Customer Participation in the Service Process The clients where given the opportunity to discuss the problems they have notice together with the mechanic and after the process some parts that are replaced are set aside for the clients’ own inspection. Simultaneity The service of Village Volvo which is car repair and maintenance is created when the process started and consumed at the same time‚ quality of the service will then be measured after smooth-running of the automobile has been experience by the clients
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