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Assessment task 2 : 1 (Services and Operations Management) 1000 words - Assignment Example

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A service business is different from a conventional product business due to several factors most importantly the employee-customer touch point or encounter. This interaction is regarded with great importance because this is where the customer perceptions are changed. A service…
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Assessment task 2 : Assignment 1 (Services and Operations Management) 1000 words
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Download file to see previous pages If it goes beyond expectations and gives the customers more than what they expected this leads to customer delight, which is the key focus of many service organization in today’s world. However, if the firm goes below expectation and instigates customer dissatisfaction the customer is likely to not only switch but also relate his experience to more number of people as compared to the number he would have told about customer delight. Thus, in order to succeed in today’s competitive world of service business, it is imperative for businesses to levy heavy focus on enhancing and improving touch points and developing the post-service facilities to retain the customer in the long run. The service operations concepts enable services businesses to develop a chain of service design that could help in the fulfillment of each aspect of the service concept (Howardesign.com, 2014).
The fast food restaurants and eatery business is one of the most prevalent modes of service delivery (Andaleeb and Conway, 2006). From the moment a customer enters a restaurant till the time the valet brings out his car at the end of the lunch, the whole service experience is most ideally designed to satisfy the customer with prompt service delivery and additional care in imparting services like reservations, valet parking etc. I recently encountered a very unpleasant situation at a leading restaurant, which has led to me never want to approach it again.
As a part of an exchange program abroad for some time, I made several friends that belonged to various religions and backgrounds. I personally respect and value the beliefs of every individual and the diversity of my friends is one thing that I hold very dear to me. A Muslim friend of mine whom I had met in the exchange program contacted me about meeting up as she was planning to visit my city soon. Upon meeting we decided to have dinner at a popular restaurant, known for its good quality food and ...Download file to see next pagesRead More
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