Services Marketing: Concepts, Strategies, & Cases 5th Edition Douglas Hoffman, John Bateson - Solutions

Compare changing from an agricultural economy to an industrial economy with moving from an industrial economy to a service economy.
What type of company has more difficulties controlling the ethical behavior of its employees—a centralized firm or a decentralized firm? Please explain.
Explain how reward systems affect ethical behavior.
Discuss the different types of risk.
Discuss the managerial implications of the production, acquisition, use, and disposal sequence during the consumption stage. How does this sequence differ for goods and services? What are the managerial implications associated with this difference?
Explain the relevance of the perceived-control perspective with specific reference to behavioral control and cognitive control as each relates to the post-consumption stage.
Discuss the steps for developing a meaningful blueprint.
Develop strategies for a service firm that would enhance the firm's touch and taste appeals.
Go to www.colorquiz.com and complete the quiz. Do you agree or disagree with your psychographic profile that was generated based on your color selections?
How many different roles does Steven Slater, the cabin attendant in the opening vignette, play? Are they all subordinate service roles? Do the multiple roles produce role conflict and ambiguity for Steven? How do the different roles affect consumers?
Describe a recent experience of inter-client conflict within a service setting and the role taken by the service provider. Is this the kind of situation for which the organization could create policies and procedures or provide service provider training?
Are airline pilots part of the service experience for passengers? How can they use their “professional” status to support cabin attendants?
Collect a selection of advertisements that make promises that will be difficult to deliver within the service experience. As a service provider in those businesses, how would you react to them?
To what extent do the tightly defined service benefit propositions for such things as fast food restaurants preclude empowerment and enfranchisement? What kind of job enrichment programs can be used?
A retail chain is proposing to subscribe to the Open 4 Sale service described in the Global Services in Action feature and to introduce it as an added value service to all its customers. Discuss the service provider issues that would need to be addressed before the launch.
Does the Amazon Mechanical Turk outlined in the Sustainability and Services in Action feature provide a way of growing wealth in underdeveloped countries or parts of society or a way of exploiting people?
Give an example of a service experience in which you participated that was poor because of the presence of a novice customer. What was it that the novice did that identified that person as a novice? Describe the consequences for the expert consumer in terms of the theatrical analogy.
Review the Job Board E-Services in Action feature. Have job boards helped firms recruit service providers or not?
Describe a service environment in which the physical design, signage, or layout makes it easy to understand the script. Describe another where the environment makes it very difficult to understand the role of and the script of the consumer.
Choose an example from your own experience of a service business that “changed the script” for their consumer. Suggest why they might have made the change and the problems it created.
Who are the service providers in the Depop model? How much of the work is being done by the consumer?
How different is the NEO Window Shopping script from the traditional window shopping script? How many different “analogous scripts” would consumers have to draw on to build their expertise in using the window? How else can the consumer learn the script? Search YouTube.com with the term
Should a company always try to achieve 100 percent customer satisfaction? Please explain.
Go to http://www.theacsi.org/ and click on “ACSI Scores & Commentary.” Next, click on “ACSI Quarterly Scores.” Based on the four quarters of information available, develop a “Top Ten” list for those firms that score highest in customer satisfaction. In addition, develop a “Bottom
Interview a member of a restaurant’s wait staff. Provide five standards that are provided to them by management pertaining to greeting and serving their customers.
How do service defectors differ from other defector types?
What is organizational culture? Why is it important?

Showing 2400 - 2500 of 2427

Step by Step Answers