1-Examples of competitive advantages include a convenient location, specialty food, personalized service, takeout service, delivery service, ambience, and entertainment. (pg 13)
2-In some cases, industry standards or norms can also be very valuable in helping managers establish their own operation’s service standards. If service standards are not carefully identified and documented for future reference, the standards may not be known and followed by all. (pg275)
3-Value is the difference between what customers get when they buy a product or service and what they pay to get it. All customers desire good value. But good value is not the same as low price. (pg 6)
No comments:
Post a Comment