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For a service organisation, is measuring service quality the same as measuring customer satisfaction? Give reasons for your answer
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- What exactly are Quality of Service metrics? What is the significance of Quality of Service metrics?Select two service firms. First one is a low-contact service firm and second one is high-contact service firm. Which of these two approaches are more suitable in extending customer satisfaction and why?When the value of a loyal customer (VLC) market segment is high, should these customers be given premium goods and services for premium prices? If the VLC is low, should they be given less service? Explain.
- Customer roles in the service delivery process can be described as 'contributors', what other features are part of the customer's role in the service delivery process? 1).customers are responsible for the service outcome 2).customers are co-creators of value 3).customers are responsible for the service delivery provided for other customers 4).customers contribute to an employee's emotional labourChoose five of the dimensions of service quality and for each of them name a servicefirm that you believe competes effectively on this dimension. Explain your answersWhy is it more difficult for consumers to evaluate the quality of services than the quality of products?