QM0020: QUALITY IN SERVICE INDUSTRIES

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ASSIGNMENT

DRIVE	SPRING 2016
PROGRAM	Master of Business Administration- MBA
SEMESTER	Semester 3
SUBJECT CODE & NAME	QM0020: QUALITY IN SERVICE INDUSTRIES
BK ID	B1927
CREDITS & MARKS	4 Credits, 60 marks

Note: Answer all questions. Kindly note that answers for 10 marks questions should be approximately of 400 words. Each question is followed by evaluation scheme.

Question.1. What is a GAP model? Explain in Detail.

Answer:Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' to receive; thus, when the experience does not match the expectation, a gap arises.

GAP 1: Gap between consumer expectation and

Question.2. What are the difference factors that influence quality in service organizations?

Answer: Service quality(SQ) is a comparison of expectations (E) about a service with performance (P) SQ=P-E. A business with high service quality will meet customer needs whilst remaining economically competitive. Improved service quality may increase economic competitiveness.  This aim may be achieved by understanding and improving operational processes; identifying problems quickly and systematically; establishing valid

Question.3. Explain the steps involved in maintaining CRM in a service Organization.

Answer:If not chosen or implemented well, a CRM system may feel more like an expensive mistake than a useful tool. Below, we’ll offer tips and strategies for ensuring that your CRM system offers the features and support you need and is implemented in a time- and cost-efficient way.

Your Organization: Systems Expert

Question.4. Explain - Reasons for Service Failure.

Answer:Customer service, the interaction between the client and the supplier is an integral part of the purchasing and user experience, and as such, is the key to continued success in business.

What are the reasons for poor customer service?

Question.5. Describe - Dimensions of service quality in the tourism, hospitality and leisure industry

Answer:The dimensions and the measurement variables have been identified through a detailed review of literature and exploratory research. Service quality in tourism comprises 10 dimensions, namely core-tourism experience, information, hospitality, fairness of price, hygiene, amenities, value for money, logistics, food and security. This study aims to enrich the body of knowledge pertaining to similar work undertaken by researchers in other parts of the world. The growing importance of Asian destinations in the global tourism

Question.6. What are the various approaches to service quality in retailing?

Answer:In the service sector, customers and the employees are pivotal actors in service interactions. The performance and quality parameters of any service are dependent on customer expectations and how efficiently the service firm is able to serve its customers. The service quality aspects are imperative to enhance customer service interactions and loyalty among customers.

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