Short answer Management Case Study Research Coursework

Here are four questions, and complete each one as required. I have sent the materials and textbooks mentioned in the question(Q1-Service-Dominant Logic and Q2- servicescape ). Please keep in touch with me if you have any questions.

Q1: In the Service-Dominant Logic (SDL), value creation is linked to a relationship-oriented perspective, rather than a transaction-orientated perspective. In the transaction-oriented perspective, management is focused on the distribution of product or service that has been pre-produced for customers. The customer is viewed as a recipient of goods or services. In the relationship-oriented perspective, goods and services are co-created to acquire the benefits of specialised competences. In this logic, the customer is actively involved in the creation, the design and delivery of service

Required :Using one product as an example, describe how companies can maximise value following SDL by using technologies to get customers actively involved in the creation, the design and delivery of the service.

Q2:The anthropologist E. Hall, in his book, The Silent Language, stated, Space Speaks highlighting that the physical environment in which the service takes place is observed by the customer and speaks to him or her regarding what to expect and how to behave. The physical environment (or the servicescape , as per the textbook) in which the service process takes place is not only part of the service delivery system but is part of the service itself. However, in this digital era, there are increasingly more services taking place on the cyberspace where service encounters and transactions occur without any physical contacts

Required: In your opinion, how should the concept of servicescape be applied to the services occurring solely online? Justify your opinions.

Q3：Read  “Virginia Mason Medical Center” case

Required:  Describe the actions that VMMC s Administration undertook in building its culture and the role of the culture-building in transforming VMMC to a hospital with a higher service quality

Q4:  A fundamental problem in operations management is matching supply with demand. Consider the following statement. In service industries, to a greater extent than in industrial firms, management has to look at both sides of the equation: supply (i.e., capacity) and demand. Capacity management is, therefore, not only an operational problem but also a marketing problem. Capacity is part of the product. While there are many rational approaches to managing capacity, it is important to take into account how the results of capacity management are perceived by the customer.

Required:  Given the fact that service companies always operate subject to limited capacities, in your opinion, how can companies do to maximise the value of limited capacities while ensuring customer satisfaction