answer these 2 questions

1. Results from the survey, taken from a ran- dom sample of 50 customers per month for 12 months, can be found in the Excel file C03Data.xlsx on the Student Companion Site. Analyze the data in groups relating to employee attributes, store characteristics and customer attitudes. From your analysis, what might Versitiles do to create exciters/ delighters that would help them compete with the larger national chain and the local superstore? 2. Using the five dimensions of service quality, what other attributes might the store include in the survey

b. The manager at Mellow realized that if they could get more of their dissatisfied customers to complain to the company, they were more likely to be able to solve their problems and retain them as customers. If they could get twice as many of the dissatisfied group to complain ( 48 percent, rather than 24 percent), and all other information remained the same, what total percentage of dissatisfied customers could Mellow retain? c. What implications does this have for an organization? - Friendliness of employees - Knowledge of products - Helpfulness in selecting the right product - Store layout - Product availability - Product quality - Ease of checkout - Overall customer satisfaction - Willingness to recommend to others a. Results from the survey, taken from a random sample of 50 customers per month for Versitile Sporting Goods is a family-owned regional sporting goods store located in a small Midwestern town, and competes with a larger national sporting goods chain in a larger city about 40 miles away, as well as a local national retail "superstore" with generally lower prices. Versitile's specializes is athletic equipment, accessories, and clothing and it seeks to create a competitive advantage through high-quality customer service. Their vision is to be the "best-run sporting goods store in America." They hire people who are passionate about sports, engage in sporting activities so that they can better relate to the products and customers, and cross-train associates so that they have in-depth knowledge of all product lines, no matter what their personal interests are. To better understand what customers value and how they perform relative to their competition, they conducted a survey to rate customers' perceptions for their store and their two main competitors on the following attributes (using a 1-7 Likert scale): 12 months, can be found in the Excel file C03Data.xlsx on the Student Companion Site. Analyze the data in groups relating to employee attributes, store characteristics and customer attitudes. From your analysis, what might Versitile's do to create "exciters/ delighters" that would help them compete with the larger national chain and the local superstore? b. Using the five dimensions of service quality, what other attributes might the store include in the survey? 8. Ramsey's Rapid Reservations (RRR.com) takes and processes reservations on land, sea, air, and even space travel and prides itself in being a "one-stop" service for adventure travel. Data in spreadsheet C03Data.xlsx on the Student Companion Site shows results from 200 customers who were sampled during one representative week. Count the number of responses at each level (10 through 1) and determine the number and percentage of customers at the promoter, passive, and detractor \begin{tabular}{|c|c|c|c|c|c|c|c|c|c|c|c|c|} \hline \multirow{2}{*}{\multicolumn{13}{|c|}{\begin{tabular}{l} Problem 3-07 \\ Versitile Sporting Goods \end{tabular}}} \\ \hline & & & & & & & & & & & & \\ \hline & Months & & & & & & & & & & & \\ \hline Survey attribute & 1 & 2 & 3 & 4 & 5 & 6 & 7 & 8 & 9 & 10 & 11 & 12 \\ \hline 1. Friendliness of employees & 6.9 & 6.2 & 5.4 & 5.5 & 6.0 & 5.9 & 6.8 & 6.5 & 4.9 & 4.1 & 5.0 & 5.4 \\ \hline 2. Knowledge of products & 7.0 & 6.3 & 5.4 & 4.8 & 5.8 & 6.3 & 6.0 & 6.8 & 6.7 & 6.5 & 6.0 & 5.9 \\ \hline 3. Helpfulness in selecting the right product & 5.4 & 4.9 & 5.0 & 5.1 & 4.4 & 6.7 & 5.2 & 4.7 & 3.6 & 4.4 & 5.1 & 5.8 \\ \hline 4. Store layout & 3.7 & 5.0 & 4.3 & 4.9 & 3.2 & 4.6 & 4.1 & 4.7 & 3.9 & 4.5 & 5.1 & 6.2 \\ \hline 5. Product availability & 3.1 & 3.0 & 5.1 & 3.3 & 2.9 & 3.1 & 4.4 & 3.8 & 3.1 & 4.5 & 4.7 & 5.1 \\ \hline 6. Product quality & 6.6 & 7.0 & 6.2 & 5.9 & 7.0 & 6.5 & 6.4 & 6.5 & 6.9 & 6.8 & 6.5 & 6.4 \\ \hline 7. Ease of checkout & 1.6 & 3.6 & 6.2 & 2.9 & 2.6 & 3.4 & 1.7 & 2.4 & 3.5 & 4.9 & 6.2 & 6.9 \\ \hline 8. Overall customer satisfaction & 5.4 & 5.9 & 6.0 & 5.8 & 4.8 & 5.7 & 5.5 & 5.7 & 5.6 & 6.4 & 6.2 & 6.5 \\ \hline 9. Willingness to recommend to others & 6.6 & 5.8 & 5.9 & 5.3 & 4.6 & 5.8 & 6.0 & 5.0 & 5.7 & 5.5 & 5.8 & 6.0 \\ \hline \end{tabular}