+1 862 207 3288 1. Think of a time when you received poor service. What do you think were the causes of the poor service?
2. Consider Massey University, or another school or educational institution you are familiar with. What do you think are the challenges their service delivery operations face in providing you with good service?
3. What are the key strategic and tactical challenges of a medical center?
4. What are the challenges for different types of services? Use your own examples – not ones from Chapter 2 of the textbook.
A. Business to business:
(30 words)
B. Business to customer:
(30 words)
C. Internal:
(30 ords)
D. Public:
(30 ords)
E. Not-for-profit
5. Imagine you are opening a boutique cinema with a nice café in Browns Bay. Use Johnston, Clark and Shulver’s inside-out versus outside-in thinking to explain how the consumer’s experience differs from going to the movies in a large multiplex cinema .
6. Service types differ because the volume of transactions. What sort of management challenges arise from increased volume? Use fast food, a large merchandiser like The Warehouse, or a cinema multiplex as an example.
7. What is meant by capability versus commodity processes? Use an example to explain.
