What is the inseparability of service? How might a travel agency counter the problems associated with this dimension of service?
What will be an ideal response?
Inseparability means a service can only take place at the time the service provider performs an act on either the customer or the customer's possessions. Service providers may deal with this characteristic through employee training and disintermediation. With the travel agency, disintermediation is possible with the use of the Internet. Customers can build their own vacations and business trips using online tools and information provided by the travel agency. This would allow customers to use the service at their convenience.
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Impossible
What will be an ideal response?
An expensive boutique hotel in your city offers valet parking, an extensive wine list, a Culinary Institute of America-trained chef and hotel rooms starting at $400 (average hotel rate in your city is $145) per night. A salesperson from a local marketing firm that offers a coupon (discount) book filled with two-for-one dinner deals from many local businesses has contacted the manager of this hotel to see if she is interested in being promoted through this coupon book. Should the manager purchase space in this book?
What will be an ideal response?
In the context of training methods, ________ refers to assigning employees to different roles in the organization to broaden their experience and improve their skills.
A. needs assessment B. job rotation C. role-playing D. lecturing E. adverse impact
The Department of Motor Vehicles (DMV) can service customers at a rate of 20 per hour (or 1/3 per minute) when it comes to license renewals. The service time follows an exponential distribution
What is the probability that it will take less than 2 minutes for a particular customer to get a license renewal? A) 1 B) 0.487 C) 0.513 D) 0 E) 0.1