MGT 3501 Lecture Notes - Lecture 5: Waffle House
Document Summary
Defined as the package of goods and services provided in the same environment. Ex: for a restaurant, the atmosphere and server is just as important as the food. Consists of 5 features in the shape of an onion with the service experience at the core. Customers arrive at times when there are not enough service providers. We can"t tell customers when to arrive. Travelers request a room with a view. A patient being unable to explain symptoms to a doctor. Not so much of a doctor"s issue, but more of a patient"s issue because the patient can"t explain well. Shoppers leaving carts in the parking lot. Exact same service + but reacts differently. Don"t know the customer"s preference until service is provided. Companies that rely on good customer experiences tend to accommodate it. Allow customers to bring variability into the firm. Companies that rely on operational simplicity tend to try and reduce it.
