Read the brief case study $($Tiler Industries$)$ on pages $349-350$ in the textbook. Respond to the following questions:

What according to you are some of the intangible benefits that Eastern Star provides to customers? What is the role of operations and supply chain management in providing these benefits?

What changes in organization and$/$or planning would help Tiler respond to the challenges raised by Eastern Star?

Share an example of a customer service interaction from your life that went well, and one that went poorly. Based on the hierarchy of customer service framework $($figure $9-1,$ page $330),$ how you would classify the service provider and why?