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Mar3023 Lecture 06.14.10 - Crystal Cozart 1 Molly is...

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Crystal Cozart June 14, 2010 1.) Molly is looking online at www.dell.com because she wants to design her own Dell laptop with the features that are most important to her. She is having trouble with choosing a few features so she decides to call customer service. Delilah is the Dell representative that answers the phone, and she is successful with helping Molly get exactly what she wants and a little extra by making a few suggestions. Molly got even more than what she was looking for by co-creating her Dell computer and its value to her. Which characteristic of services did Delilah most help create? a. Tangibles b. Inconsistency c. Inseparability d. Inventory e. Reliability 2.) Jessica is the manager of Chic and Sexy Shoes. She has been obsessed with shoes since she was 3-years-old, and stepped into her mom’s Manolo Blahniks. Her mistake with her new business is that she orders everything from Steve Madden (avg. $50 a pair) to Manolo Blahniks (avg. $450 a pair) because she has a love for all shoes. Her customers are not interested in the lower priced shoes and would rather have a wider variety in the more high fashion and expensive shoes. By going on what she loves, rather than what her customers want Jessica has created which gap in service?
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