Get fully
solved assignment. Buy online from website
online store
or
plz drop a mail
with your sub code
we will revert
you within 2-3 hour or immediate
Charges rs 125/subject
if urgent then call us on 08791490301, 08273413412
ASSIGNMENT
DRIVE fall
2016
PROGRAM MASTER
OF BUSINESS ADMINISTRATION (MBA)
SEMESTER III
SUBJECT CODE & NAME QM0020 - QUALITY IN
SERVICE INDUSTRIES
BOOK
ID B1927
CREDITS 4
MARKS 60
Note:
Answer all questions. Kindly note that
answers for 10 marks questions should be approximately of 400 words. Each
question is followed by evaluation scheme.
Ques1 Explain – Five Dimensions of Service Quality.
Ans Let us now
discuss these criteria.
Tangibles: While
the nature of services is intangible, there are certain aspects of services
that customers can measure. For example, customers may assess service by the
equipment used to provide the service, the premises within which the service is
offered and the employees who provide the service. Therefore, service providers
need to ensure that they provide the right ambience and
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
Ques3 Explain the steps involved in maintaining CRM
in a service Organization.
Ans Steps for 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 the management to:
Set standards for each service activity
Communicate the standards to its employees
Train employees to maintain the standards For example, at a restaurant, the
basic service are to
Q4. 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
Ques5 Describe - Dimensions of service
quality in the tourism, hospitality and leisure industry.
Ans Customers base
their evaluations of service on their perceptions. While these perceptions are
affected by the actual service provided, service due toots intangibility is
often hard to evaluate accurately. Five such service dimensions used to
evaluate a service are based on the RATER
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 and
Get fully
solved assignment. Buy online from website
online store
or
plz drop a mail
with your sub code
we will revert
you within 2-3 hour or immediate
Charges rs 125/subject
if urgent then call us on 08791490301, 08273413412
No comments:
Post a Comment