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DRIVE SPRING 2016
PROGRAM Master of
Business Administration- MBA
SEMESTER Semester 3
SUBJECT CODE & NAME QM0020: QUALITY
IN SERVICE INDUSTRIES
1
What is a GAP model? Explain in Detail.
GAP model in
Detail
Answer: Gap
analysis is applicable to any aspect of an industry where organisations want to
improve the performance of their products or services.
A gap model
offers an integrated view of the customer-organisation relationship. It is
based on substantial research amongst a number of service providers. It shows
the perception gap and outlines
2
What are the difference factors that influence quality in service
organizations?
Factors that
influence quality in service organizations
Answer: The
characteristics of service and the factors that determine the quality of the
service differ from one organisation to another. Therefore, an organisation
attempting to enhance its customer service should understand the factors that
determine and influence the service
3
Explain the steps involved in maintaining CRM in a service Organization.
Steps in
maintaining CRM in a service organization
Answer: Steps involved in maintaining CRM
Divide the basic
service into separate service activities: Each core or supplementary service
provided by the organisation should be divided into specific service activities
or tasks. This will enable
4
Explain - Reasons for Service Failure.
Reasons for
Service Failure
Answer: Reasons
for Service Failure
Unavailable
service: This refers to the services that are generally not available. The
non-availability in this situation is construed as a failure on the part of the
service provider. Suppose an airline company announces that a particular flight
is cancelled, or a website address
5
Describe - Dimensions of service quality in the tourism, hospitality and
leisure industry
Dimensions of
service quality in the tourism, hospitality and leisure industry
Answer: Dimensions
of service quality in the tourism, hospitality and leisure industry
Customers base
their evaluations of service on their perceptions. While these perceptions are
affected by the actual service provided, service due to its intangibility is
often hard to evaluate
6
What are the various approaches to service quality in retailing?
Approaches to
service quality in retailing
Answer: Services
Provided by Retailers
Product-related services
Product-related services are
provided to consumers before, during and after the transaction. Before buying
any product, consumers want to collect product-related information such as
price, quality
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