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Posted: April 20th, 2022
How are customers’ expectations formed? Explain the difference between desired service and adequate service with reference to a service experience you’ve had recently.
1. How are customers’ expectations formed? Explain the difference between desired service and adequate service with reference to a service experience you’ve had recently.
2.What are “moments of truth”? Provide one example of a positive moment of truth and one example of a negative moment of truth.
3. Describe the difference between high-contact and low-contact services, and explain how the nature of the customer’s experience may differ between the two.
4. Answer 9(a) AND 9 (b)
(a) Choose a service with which you are familiar and create a diagram that represents the servuction system. Define the front-stage and backstage activities. Be ready to share your screen in class in order to show your diagram.
(b) What are the backstage elements of (a) a car repair facility, (b) an airline, (c) a university, and (d) a consulting firm?
5. Describe the relationship between customer expectations and customer satisfaction
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Total Preventative Maintenance (TPM)
Total Preventative Maintenance (TPM) (TPM)
AssignmentTutorOnline
Total Preventive Maintenance (TPM) is frequently used to increase Reliability. Choose a well-known company (one that all of your classmates have heard of) that manufactures a product (not a service). Respond to the following questions based on your reading for this week:
What kind(s) of equipment would your company use to manufacture their product?
What kinds of malfunctions or breakdowns are possible with the type(s) of equipment used by this company?
What role could a TPM program play in preventing the types of malfunctions or breakdowns that could occur? In other words, what steps can be taken to avoid potential malfunctions or breakdowns?
Justify your answers using examples and reasoning. Comment on the
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