Critique the “Distinctive Characteristics of Service Operations” by arguing that the characteristics of, customer participation, simultaneity, perishablity, intangibility, and heterogeneity, may apply to goods as well.
Answer to relevant QuestionsThe class breaks into small groups. Each group identifies service firms that should be listed in the Fortune 100 and places them in rank order of estimated annual revenue. For each of the three generic strategies (i.e., cost leadership, differentiation, and focus), which of the four competitive uses of information is most powerful? What are the limits of the production-line approach to services? How can we design for self-recovery when self-service failures occur? Select a service and discuss how the design and layout of the facility meet the five factors of nature and objectives of the organization, land availability and space requirements, flexibility, aesthetics, and the community ...
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