It is often mentioned that quality in service operations is different than in manufacturing operations. Explain why and how this creates unique challenges for the management of service operations.
What will be an ideal response?
Quality in service operations is different from quality in manufacturing operations because of the involvement of customers in the system. Customer involvement has various implications for providing excellent service. First, each customer may provide his or her own specifications.
Second, customers are often the quality inspectors. Customers may not articulate their expectations, and only they know if their expectations are not met. Customers are, unfortunately, unreliable inspectors; research has shown that the vast majority of customers who experience a service problem fail to report it. For this reason, firms should have active means of assessing service quality from customers.
Third, customers are often the cause of service failures. Firms expect customers to contribute to service production in some way, such as by providing input components or personal effort. Customers may not understand their role in the service operation, leading to service failure.
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What will be an ideal response?