Managing Services

1. Select a specific service process in a firm and describe the extent of customer contact, the amount of coupling of activities and how the employees are grouped in performing these activities.

2. What are the most common elements used in determining a specific location of a service firm?

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What are the decision variables in the location models for service firms?

1. Look for companies (other than the Mayo Clinic) that are successful in linking the service concept, and the design of the service system and service encounter. How do they clue in their customers?

2. Look up examples of advertisements for ‘pure’ goods and ‘pure’ services. Compare the content of these advertisements.

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