Name :

NIM :

Review Questions

1. What does zero defects mean in service? Does it mean perfection?

2. Discuss the three types of service transactions. What considerations do managers need
to take into account in planning for these service transactions?
3. What are the two aspects of service? In your opinion, which is more important?
4. What are the two views of managing the service transaction? Describe examples from
your own experience where each was appropriate?
5. How is a service strategy designed? What is its basic determinant? What other
considerations are important?
6. What do companies need to do to develop a service culture?