Step 1: Prepare your notes for completing the first post. Consider the services

Question

Step 1: Prepare your notes for completing the first post.
Consider the services and products that you have used in the last few days or weeks.

Services might include movies you attended, a car service that you had done, a personal care experience such as a haircut or manicure, a lecture that you attended, a bar you visited, etc

Products might include health and beauty, clothing, sport equipment, etc.

Choose two of the services and two of the products on your list.

One should be an example of a service and of a product that you received that you were happy with and had a positive experience.

The other should be an example of a service and of a product that you received that you were unhappy with and had negative experience.

Note that you should now have narrowed your list down to four total purchasing experiences: one good product experience, one bad, one good service experience, and one bad.

For each of the selected services and product that you chose, analyze why it was a positive experience or why it was a negative experience.

Compare and contrast the positive product experience with the positive service experience.

Compare and contrast the negative product experience with the negative service experience.

What kinds of conclusions can you draw?

Step 2: Write your post.

Based on your analysis above, write your first post.

In addition to answering the questions in Step 1, explain the key characteristics of services in the market.

Explain the process of quality problem identification for the bad experiences.

Explanation / Answer

Examples

Good product: I purchased a pullover from a small shop during my visit to nearby town last month when it was nippy outside. I had apprehension about unbranded products, but this was a fantastic product offering good protection from cold and easy to wash. It was a value for money product.

Good service: I was overwhelmed by the service of a car rental company when the driver went an extra mile to help me in boarding my train that I would have otherwise missed.

Bad product: I was in for an unpleasant surprise when the shawl purchased by me online through a renowned retailer came moth eaten.

Bad service: The highly acclaimed spa services of Moses Spa was the a nightmare as I developed rashes soon after receiving a massage.

The positive experiences of product show that good things not necessarily come from highly regarded companies and even small establishments can produce quality products.From service experience it can be concluded that service orientation and personal dedication is essential component of service quality.

The negative experiences of product can be attributed to the retailer's inability to check the quality of products both at sellers's end as well as its own part. The poor service was again the result of failure of managing the quality of ingredients as well as delivery aspects of service.

Step 2 : The conclusion derived from the experiences is listed below.

1. A product's quality can be measured by physical examination and testing to assess its suitability for purposes intended while service quality is a outcome of many factors, tangible and intangible.It can be assessed through physical tests as well as the users' feedback. Product quality can be enhanced by exercising stringent norms of production and quality control whereas service quality needs rigorous training of service providers as well as making need based corrections as and when needed.

Characteristics of service.

(a) Intangible.

(b) Based on individual perception.

(c) Difficult to standardise due to intangible factors.

(d) Assessment based on implied needs of users.

Quality problem identification-

(a) Finding out the area of deficiency.

(b) Finding out probable reasons of dissatisfaction.

(c) Finding out nature of deficiency ( human errors or process / product faults)

(d) Finding the root cause of the issue.

(e) Take corrective actions.

(e) Check if same error is repeated again.

Related Questions

Navigate

• Browse (All)
• Browse S
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.