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The following report is based on three research articles. In the report the research articles would be evaluated and critically analysed. The three articles are regarding benchmarking, operations management and consumer perceptions.
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The following report is based on three research articles. In the report the research articles would be evaluated and critically analysed. The three articles are regarding benchmarking, operations management and consumer perceptions. Although they are three different subjects the common factor they share is that they all deal with improving service quality. The article "Use Behavioural science" is based on psychology of service encounters from a customer's point of view. These feeling are said to be so subtle that it could not be put into words. The advantage of behavioural science gives better insights into service management. It helps managers understand how the customers will react to the service encounter and their perception of the encounter. According to behavioural science, people only recall certain significant moments of the experience which is based on three factors. These factors are the trend in sequence of pain and pleasure, high and low points and...
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