Iscussion Questions_Service Operations management

Discussion Question:

Based on your actual personal experience, describe a specific service encounter in which you were very dissatisfied. Using the Service Encounter Triad, describe what you think were the motivations of each of the three parties in the Triad (the i??Contact Personi??, the i??Service Organizationi??, and yourself as the i??Customeri??) and explain why these three parties were unable to create a mutually beneficial service encounter. What could the service organization have done differently to avoid this problem?

Instructions:

Refer to the i?? Service Encounter Triadi?? and the subsequent discussion in the text.

Textbook: Service Management: Operations, Strategy, Information Technology 8th edition by James Fitzsimmons, Mona Fitzsimmons.

Iscussion Questions_Service Operations management

Discussion Question:

From the consumeri??s perspective, how did the retail shopping experience change over the past 10 years. How do you think it will change over the next 10 years?

Instructions:

View the YouTube video on Social Media:

or outside research.

Textbook:Service Management: Operations, Strategy, Information Technology, 8th edition -by James Fitzsimmons, Mona Fitzsimmons
Fitzsimmons, J. A., Fitzsimmons, M. J., & Bordoloi, S. (2014). Service management: Operations, strategy, and information technology. New York: McGraw-Hil

Iscussion Questions_Service Operations management

Discussion Question:

Using either your current employer or a company with which you are quite familiar, identify one particular type of queue in that company in which customers must wait. Describe the essential features of the queue and then identify what you believe to be the most important level of service measurement for the queue. Justify why you think this measure is the most important one.

Instructions:

Refer to the text for definition and discussion of the essential features of a queue. For the level of service measurement, you can refer to examples presented in the text (e.g. average customer waiting time, probability of excessive waiting, etc.) or you can define your own measure using the basic queue variables.

Textbook:Service Management: Operations, Strategy, Information Technology, 8th edition by James Fitzsimmons, Mona Fitzsimmons