2) Do the quality factors used in the ques9ons align
with customer expecta9ons?
All of the surveys seem to ask open ended ques9ons that are appropriate
based on what the customers want to e
Field Study #1
1) Describe the customer experience and outcomes for a fast-food restaurant, a
doctor doing surgery, and an Internet shopping site. Compare and contrast the
service of these three organizations.
As part of an executive team of managers at a renowned beach and tennis resort in
Naples, Florida we observed and came to the conclusion that a staff cut of ten percent
would occur in the next two weeks. Th
The Little Big Hot Dog Stand
Tray Hot Dog Ftld 12"
Ketchup Pkt Fcy
Relish Sweet Pkt
Napkin 12x13 In White
Spork Plas Medwt Wht Polypro
Item No. Case Size Inv Qty Price/Case Inv Value Par Level Ord
Caesar Wrap Village
Cases on Hand Price/Case Inventory Value
Par Level (Cases) Order Quantity
Response to Case Study #1
What do you suggest Davina should do to encourage the staff to
exude warmth and spontaneity when their natural instinct is to
rely on the procedures and routines?
First I would relay to the emp