CHAPTER 5 - CUSTOMER-DEFINED SERVICE STANDARDS

Choose and explore three websites from which you can order products (such as amazon.com, llbean.com, and zappos.com, etc.) and answer the following questions:

1)What are the companies' delivery promises?

a.Company 1:

b.Company 2:

c.Company 3:

2)What types of standards might they set for these promises?

a.Company 1:

b.Company 2:

c.Company 3:

3)Are these customer- or company-defined standards?

a.Company 1:

b.Company 2:

c.Company 3:

4)In what types of service industries (comparing the 3 companies) are standards most difficult to develop? Why?

5)Recommend three standards that might be developed in one of the firms from the industries you specify.

a.How would employees react to these standards?

b.How could you gain buy-in for them?