Model of Service Quality 2 2-2 Variations of the Gaps Model Five Service Quality Gaps Variations of the Gaps Model Six Service Quality Gaps Variations of the Gaps Model 13 Service Quality Gaps (Gaps Model gone wild) Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality The Customer Gap (Sometimes referred to as Gap 5) 2 The Provider Gaps: Gap 1 – The Listening Gap not knowing what customers expect Gap 2 – The Service Design and
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Characteristic of services Intangibility Unlike products services cannot be counted‚ measured‚ or felt. It is difficult to explain to the customer what a specific feature in the service will give to the customer. As services are intangible‚ the perceptions of customers regarding the service may differ at any given amount in time. Each customer will have a different perception and experience about the same service. But in a hotel the quality of service is not only dependent on the courteousness
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• Question 1 0.0 out of 0.5 points Jane was the only female in her office‚ and her male coworkers all felt that she was inferior to them. As a result‚ they subjected Jane to unwanted advances‚ inappropriate touching‚ and sexual nicknames. This situation is an example of: Selected Answer: d. Both a and c • Question 2 0.5 out of 0.5 points Sarah works as a lawyer in a prominent law firm in New York City. She has more awards and recognition in her field than any of her colleagues
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Physics C-110 Module 1 Chapter 1 1. What is science? Science is a body of knowledge that is ever changing. It is made up of not only facts but also theories that are made up of well-tested hypotheses. 2. Distinguish among the scientific fact‚ hypothesis‚ law and theory As stated above‚ a theory is made up of well-tested hypotheses‚ which in themselves are well educated guesses yet to be proven. A fact is something that can change over time even though it was agreed upon by knowledgeable
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Appreciating Our Real Values The idealized images‚ the pictures of perfection‚ are what we usually see in advertisements nowadays. Commercials have become a great part that we encounter in our daily life; as a consequence‚ we are all affected by the perfect outlook of what showed on mass media. As a case in point‚ Americans are usually attracted by the greatly designed sport utilities vehicles. These vehicles are usually a symbol of an ideological value through the image of a powerful‚ break-through
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Chapter 1: Pluralizing Provide the plurals for the following terms. Where possible‚ give two different plurals. 1. carcinoma- carcinomas 2. frenulum- frenula 3. serum- sera 4. psychosis- psychoses 5. virus- viruses 6. septum- septa 7. femur- femurs 8. kidney- kidneys 9. tongue- tongues 10. urethra- urethrae 11. ureter- ureters 12. malignancy- malignancies 13. leukocyte- leukocytes 14. nucleus- nuclei 15. reflex- reflexes 16. tremor- tremors 17. venogram- venograms
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Incidence- the number of NEW CASES of cancer diagnosed per year Prevalence- the number of CASES OF CANCER EXISTING in the population during the year Mortality- the number of DEATHS attributed to a particular type of cancer per year Lung cancer remains the leading cause of cancer death Lung cancer rates are climbing among women and leveling off in men Mortality for breast and prostate cancer are dropping Cancer is a generic term for a disease with 3 key features-ability to proliferate indefinitely
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Part 1 Question 2 In Chapter 1‚ you learned how variations in the level of social solidarity affect the suicide rate. How do you think variations in social solidarity might affect other areas of social life‚ such as criminal behaviour and political protest? Both Political protest and criminal behavior are the acts and motion of rebelling against the society as a whole. The behavior of political protest and doing a crime is because they interacting infrequently and sharing few beliefs‚ values
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IDs (10 will be on exam‚ of which you will answer 6) More details on grading to follow‚ but for full credit you will want to say: • What it is • When it happened / existed (within ~ 20 years) • Why it matters • If a concept‚ region or other generality‚ give a specific example of the type Abigail Adams Anglicization Anne Hutchinson Black Legend Columbian Exchange First Great Awakening Glorious Revolution Halfway Covenant Indentured servitude “Intolerable Acts” Jamestown Loyalists Malintzin / La Malinche
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Service blueprinting at Grupo Fernando Simao Grupo Fernando Simao noticed that they had some inefficiencies at one of their dealerships. When they took a closer look they found out that only 60% of the jobs were finished on time. In terms of value-creation for the customer it is clear that this has to improve. If they took a look to the value-creation for the company their biggest struggle was that there was only value-creation during 40% of their paid work. To solve these problems GFS decided
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