RMG 100 Lecture Notes - Lecture 5: Birchbox, Call Centre, Integrative Thinking

• School: Ryerson University
• Department: Retail Management
• Course: RMG 100
• Professor: David Lewis

Document Summary

W/ good retailers nothing is by accident: everything is designed, everything is delivered. Any notable experiences/observations: immersive hedonism, adrenaline rush, shock and awe. Designing for optimal performance often requires standardization & routinization and that discourages learning. How would ppl respond if they got a cheque for . Potential gains outweigh the cost of a mistake. Decisions are routine: therefore, less scrutinized. Environment is changing rapidly: assumptions may no longer be valid. Complex problem w/ numerous solutions: less likely that the ideal solution has been found. Limited experience: more likely to benefit from learning. Four things service businesses must get right (frei 2008) Retail strategy: target, mix 7ps, sustainable advantage. In services, a significant challenge is that customers participate in the delivery. Make the customer pay in a way that they are indifferent/prefer commerce bank. Fargo: customer mechanism, customers are involved in the production. Can affect the satisfaction of others: customer selection.