Service Operations Management - 21092018

- 2 individual quizzes (40%) – one on the last day of class covering the articles:
fill in + definition questions
- 1 group project (alex v, alex lacroix, clara, Melissa) (60%) – review, analysis
and final presentation

Group Project
 Observation
 Interpretation of what you saw (hence – sensory impressions to give meaning to
one’s environment) – attitudes, motives

Profit and Law Statement

Customers and Sales= do I have more people coming and buying because I’m
producing more? Is it due to the promotional activities I carried out last month?

Service quality
 Tangible elements
 Reliability
 Service capability
 Assuring competence
 Empathy

Code
1= male
2= female

Likert scale
1= Very dissatisfied
2 = Dissatisfied
3 = Somewhat dissatisfied
4 = Somewhat satisfied
5 = Satisfied
6 = Very satisfied

Age distribution
 Less than 20
 20 to 24 years old
 25 to 29
 30 to 39
 40 to 54
 greater to 55