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1. Definition of service recovery paradox.

  • Service recovery is all about righting your wrongs. It’s the
    process of recovering from a poor customer service experience and
    regaining customer loyalty. The key is to react as fast as possible
    and rectify your errors when you spot them.

2. Why is service recovery paradox an importance concept and why
is working for service industry? Reasons why service recovery
paradox importance and impact in the service industry.

3. What challenges does service recovery paradox concept
face?

4.List a case example of service recovery paradox concept
from hospitality/tourism practice.

5. Definition of service failure.

6.Definition of service guarantee.

7. List of case examples of service
guarantee.

 
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Al Quds Pipes Company produces pipes on two production lines. The fixed and variable costs are shown below.

Line 1 Fc = 16000 Vc 16

Line 2 FC= 20000 Vc 14

Price of each unit is 42

If the full capacity of line 1 under ideal conditions is 1500 unit , due to space restrictions and shortage of raw material it was found to be only 1300 units on average , for some reasons today they only produced 1200 units.

which production line is more profitable for the company. show your calculations

what is the break even point for line 2

what is the cross over point.

what is the utilization and efficiency of line 1

 
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Sarah has been retrenched recently due to bad economic condition. She was a sales clerk at Aliff Book Factory. With three mouths to feed, she has no option but to earn a living by herself. Her spouse has long passed away in 1996. So, she started a small business selling nasi dagang and other dishes with a capital of RM150.00. Her daughters help her operates the business. On the very first day of her business, she managed to sell 15 packs only. With patience and effort, after 3 months of running this business, the public response was very encouraging. She can sell up to 500 packs of nasi dagang a day. Not only receiving orders from individuals who comes to her stall on daily basis, Sarah also received many orders from factories and surrounding shops. Anas, her nephew asked Sarah what made her business run smoothly. How does she managed her business? Sarah explained that she was a sales clerk at Aliff Book Factory in Rawang for 10 years before. Apart of good selling and marketing strategies, she also applied all her knowledge and experience as sales clerk to run her nasi dagang stall. Although within different industries, her experience and knowledge helps her a lot in managing her small business.

In your opinion, what and how Sarah’s knowledge and experience as a sales clerk at Aliff Book Factory were adapted in running this nasi dagang business? Your discussion should include threats and controls to be implemented by Sarah. Please ensure all your discussion is within a relevant context:

a. Sales Order Entry.

b. Shipping.

c. Cash collection.

 
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Based on the following personal power profile score: Reward -4.25; Coercive=1; Legitimate =4.5; Referent= 4; Expert=4.75 answer the following questions. 1. For someone who scored high on expert. What does this mean to him? what it says about how him exert power over people? 2. Part of increasing his powerbase is by increasing his networks within and outside of his organization. What are some ways he could does this? 3. Assuming he is in management, what are some ways that he can empower his Jemployees? 4. What types of policies would he put in place for people who abuse their power in the workplace such as in the case of workplace bullying; a real concern in workplaces today.
 
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