What is the impact of the coping zone on your staff and customers?

Analyse the strategies you need to have in place

to manage this more effectively? Page 303 or (326) 11.6

Analyse how you would classify yourself and your colleagues/friends in terms of your customer attitude to a
particular service? Could everyone be converted into Allies and if so, how? Explain with relevant instances.
Page 75 (98)

Sketch the application of yield management in an airline and hospitality industry. Page 308 (331) 11.7

Formulate five mode of technology adoption in service encounters among service organizations with relevant
examples with an outline of their applications. 216 (239)

Select two service organizations offering similar but different services (a fast-food and a high-class restaurant, for
example). Identify the key elements of the service concept and compare their profiles page 58
(81) refer to pic 3.3 and explain

What is meant by the coping zone? Discuss the implications of coping zone for staff and customers of a supermarket
when the operation enters this zone? Page 303 or (326) 11.6

Develop a service blueprint for the process considering a passenger in an airline industry. Consider from the point
of time a passenger arrives the airport till he reaches the destination and deplaning the plane. Explain your
assumptions. Also bring out the failure points in the process, and install Poka- Yokes in the service system. Page ()

Relate with relevant examples the challenges faced by the customer contact personnel during moment of truth.
Page ()

Devise the different ways in which queue are configured in a service organization with their relative advantages and
disadvantages. queue management Page 300 (323)

Assess the personal relationship you have with a professional service provider, such as university lecturer, doctor,
counsellor, financial advisor. How well is the relationship managed? Page (81)

Analyse the servicescape of your favorite restaurant/eating place. What aspects encourage the ‘right’ behaviours in
the customers and employees? Are there any aspects of the servicescape that you would change? Page 167 (190)
7.3

Outline the customer experience and outcomes for a five-star restaurant, a doctor’s surgery, and an internet-based
fashion clothing retailer. Further, compare and contrast the challenges of these three organisations. Chapter 1 page
7 (30)

Describe the last time you were in a queue. Apply the principles of queuing to assess your waiting
experience queue management Page 300 (323)

Select a service organization. Profile your process and assess areas of weakness (non-alignment) and any
opportunities to use it to drive strategic advantage. Chapter 3 service concept

Develop a service blueprint for the process of customer registration for accommodation in a luxury hotel. Explain
your assumptions. Also bring out the failure points in the process and install Poka- Yokes in the service system. Page
()

Ingvar Kamprad, the founder of IKEA chain of furniture stores says his secret of success as ‘We are a concept
company. Our vision is to contribute to a better everyday life for the majority of people. We do this by offering a
wide range of home furnishing items of good design and function, at prices so low that majority of people can afford
to buy them.’ Point out your understanding of the service concept and its components and what is not a service
concept. Chapter 3 page 47 (70)

Outline examples of recent innovation in service processes through the use of technology. What have been the
challenges and benefits? Page216 (239) 8.6 case8.4
Prepare a plan as to how can an organization manage customer’s expectations and perceptions with relevant
examples. Page102 (125) 5.2, 5.2.1

Describe your service from both an operational and customer perspective. Assess the mismatches between these
perspectives. Page 7 (30) using image explain

Select a service organization of your favorite restaurant. Explain the tools and techniques that can be developed to
design and improve the customers journey and influence their experience. Page ()

‘Service operations management and various aspects of marketing might be argued to be complementary’. Elucidate
the statement with relevant examples. Page ()

Evaluate the service recovery framework of with relevant examples. Page350 (373) 13.4.1

Explain the challenges faced by multi-site operations (organizations that have many outlets)? Chapter 2

Design a service blueprint for the process at the retail outlet where a person visits the retail outlet for shopping.
Bring out the different facets of the process and its relevance to service operations in this setting. Also identify the
failure points, and install Poka-Yokes for the process. Page ()

Devise various selection procedures for selecting contact personnel to ensure high quality moments
of truth among high contact service jobs. Further, evaluate how each of these selection procedures help the
organisation to find a right fit. Page ()

Outline the customer experience and outcomes for a fast-food restaurant, a doctor’s surgery, and an
internet-based grocery retailer. Further, compare and contrast the challenges of these three organisations. Chapter
1 page 7 (30)

Describe the last time you were in a queue. Apply the principles of queuing to assess your waiting experience. Page
300 (323) 11.5.2

Develop a service blueprint for the process of customer registration for accommodation in a luxury hotel. Explain
your assumptions. Also bring out the failure points in the process, and install Poka-
Yokes in the service system. Page ()

Select a service organization and identify the key back office and front office tasks. What activities have most impact
on the customer experience? Can the task move from one area i.e. Front office to back office and vice versa, what
would be their implications? Sketch how a service organization can achieve service excellence with relevant
examples. Page 172 (195) 7.4.1 page 173 (196) 7.4.2

Appraise the various back-office decoupling strategies that are used by the service organization, with relevant
examples. Page ()