What is the definition of customer satisfaction, as we discussed in class?

How can the degree of complexity and the degree of divergence be used to strategically position a service in relation to its competition?Define these terms and give contrasting examples of both concepts to show you understand these strategic positioning concepts.Use the restaurant example to show high and low examples of high divergence/complexity and low divergence/complexity for the areas of reservations, entre choice, serving the order, and payment (see text).

Use the concepts of "complexity" and "divergence" to explain why the two customers in the cell phone store "Portlandia" video (we watched in class) were so poorly served by the store employee.

Describe each of the following generic approaches to service design and describe how each can be used to execute a particular service strategy:

Production line

Customer as co-producer

Customer contact

Information empowerment

What are four characteristics that make services unique from manufacturing organizations in terms of the nature of management challenges?

Identify the five elements of the "service package."Use a ski resort as an example to illustrate these five elements

In Schmenner's "Service Process Matrix," he uses two dimensions, "degree of interaction and customization," and "degree of labor intensity" to categorize different types of services.Draw the 2 x 2 diagram using the two dimensions to create the four service types.

Label each quadrant of your diagram with one of the following terms: service shop, mass service, professional service, and service factory.Give an example of each service type.

Define and describe the three competitive strategies of overall cost leadership, focus, and differentiation.For each strategy, explain the key concepts and how it can be used to design a service system that is efficient and effective.

Demonstrate the concept of "service blueprinting" by drawing a simple service blueprint that includes the following elements: potential fail points, employee decision points, line of interaction, line of visibility, and line of internal interaction. Use the coffee shop example we talked about in class.

What are the several ways that service blueprints can be used?

Describe three of the four "Managerial" service design elements and three of the four "Structural" service design elements.

Define the concepts of service qualifiers, service winners, and service losers.Give specific examples of each concept.

Explain the Customer Contact model and how it can be used to increase efficiency and effectiveness in an on-going service organization.

What is the customer value equation?Explain how each of the 4 elements can be used by managers to increase the competitiveness of the organization.Provide examples of each.

Illustrate with a detailed real company example the elements of the strategic service vision, including the elements of target market segment, service concepts, operating strategy, and service delivery system.

Identify five major dimensions that affect the "scalability" of an Internet business.Describe each dimension and explain how each can detract or contribute to scalability, depending on the type of Internet business being considered.Use examples in your discussion.

Discuss several ways (using specific examples) in which Jet Blue practiced excellence in the human resources (HR) function.

Identify and describe in detail five key ways that John Martin transformed Taco Bell into a major player in the fast food industry.

What was Whole Foods' operations strategy (decisions involving employees, facilities, location, products, etc., to meet the needs of low-income people living in "food deserts?"

What is a "moment of truth" in a service organization?Give three examples.

Describe the "service encounter triad," including the primary goals/motivations of each party in the triad.

What is meant by the "culture" of a service organization?Provide an example.

Identify the four types of customers, describe each type's expectations and attitudes, and provide an example of each.

Discuss in detail the linkages in the service profit chain and how the service profit chain works to deliver high levels of customer satisfaction and profits.