What methods are most effective in identifying the influences of customer satisfaction, given that some aspects of service may be unconsciously experienced by customers?
For a high-volume/low-variety service (business-to-consumer) and low-volume/high-variety service (business-to-business or professional service) identify potential gaps between customer expectation and customer perception of service delivery. What strategies would you suggest these oragnizations utilise to close these gaps?
Undertake a customer experience analysis of a service operation, identifying the critical points for managment attention ?
Select a service organization and identify the key back-office and front office tasks. What activities have most impact on the customer experience? Could any task move from one area to the other and what wouldd be the implications?