GG394 Lecture Notes - Lecture 2: Customer Satisfaction, Triangle Film Corporation, Internal Communications
Document Summary
South korea fell into low risk category with 73. 5 out of 100. Service products cannot be tasted, felt, seen, heard or smelled. Prior to boarding a plane airplane passengers have nothing but an airline ticket and a promise of safe delivery to their destination. Service delivery quality depends on who provides the services. The same person can deliver differing levels of service, displaying a marked difference in tolerance and friendliness as the day wears on. Lack of consistency is a major factor in customer dissatisfaction. Product cannot be consumed without being there for example customer has to be at restaurant to eat. Empty airline seats, ski passes, restaurant covers- all these services cannot be sold the next day. If services are to max revenue, they must manage capacity and demand since they cannot carry forward unsold inventory. Lacks the staying power, has to be consumed. Hotel booked that night needs to be used etc.
