Chapter 1: Goods, Services, and Operations Management Problems, Activities, and Discussions Problem #2: Describe a customer experience you have personally encountered where the good or service or both were unsatisfactory (i.e., defective product, errors, mistakes, poor service, service upsets, etc.). How might have the organization handled it better? Solution #2: This question is designed to help students internalize the concept of customer satisfaction and dissatisfaction, and potential operations management activities and decisions that can influence their experiences. For undergraduates, these experiences focus on what they know best such as restaurants, airlines, bookstores, automobile sales or repair, retail stores, and university processes. Graduate students may also include their work and business experiences, and personal experiences such as home mortgages, vacations, and child care. Problem #6:
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