Review the Gap Model of Service Quality (Exhibit 9.6). Consider each of the five gaps where customer expectations might not be met. Select a firm of your choice and for each potential gap list specific actions that firm could take to improve the likelihood that customer expectations will be met on a regular basis.
Answer to relevant QuestionsConsider the five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. a. Identify a recent service encounter you have experienced as a customer (either B2C or B2B) that you would ...Pricing against competitors is common. Yet, the approach carries some significant problems. a. What are the advantages of competitor-based pricing? b. What are the risks of using competitor-based pricing exclusive of other ...1. How can Walmart change its image with consumers? 2. Will a change in image allow Walmart to charge a price premium? BusinessWeek story in competitive pricing between Walmart and Target. Walmart tries to maintain its low ...What type of intermediary is Li & Fung for its customers? Is it an agent, a wholesaler, a manufacturer’s agent, jobber, or some other choice? What evidence can you offer to support your choice? The chapter discusses the role of the marketing manager in promotional strategy (Exhibit 12.9 and accompanying discussion). The trend today in both large and small firms is for much of the promotion function to be ...
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