Explain service encounters and moments of truth
1. Use examples not found in textbook to explain differences between goods and services in all aspects. Use a tangible product and an intangible service as examples.
2. Explain service encounters and moments of truth using 1)buying things on Amazon, 2) buying things on eBay, and 3) going to a physical store like Walmart or Target. What are the differences?
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3. Give one detailed example of CBP in your everyday life. Explain how and why it works.
4. Is Mise En Place part of what you do everyday? Discuss the merits of it.
5. What’s the big deal about Japan’s pursuit of excellence as explained in the PPT?
6. Watch video Zappos then answer questions: What’s the CBP at Zappos.com? Why do customer buy from them?
Discuss scientific management, referring to the contents from ppt and your personal experience.