H. Wayne Huizenga Graduate School of Business and Entrepreneurship
Nova Southeastern University
Assignment for Course: OPS 5095 – Service Operations Management
Submitted to: Dr. Thomas Griffin
Submitted by: Luxuan Xie
Date of Submission: Aug 31, 2014
Title of Assignment: Porcini's Pronto
CERTIFICATION OF AUTHORSHIP: We certify that we the authors of this paper. Any assistance we received in its preparation is fully acknowledged and disclosed in the paper. We have also cited any sources from which we used data, ideas or words, either quoted directly or paraphrased. We also certify that this paper was prepared by us specifically for this course.
Student’s Signature: Luxuan Xie
Instructor’s Grade on Assignment:
Instructor’s Comments:
…show more content…
(15 pts)
Substantially: *generates and justifies solutions based on analysis and context; and *justifies conclusions.
(17 pts)
Effectively: *generates and justifies solutions based on analysis and context; and *justifies conclusions.
(20 pts)
Uses prescribed format (including cover sheet and grading rubric) and writing style (language, grammar, punctuation, and spelling)
Does not use prescribed format and writing style
(0 pt)
May use prescribed format OR writing style (only one)
(3 pts)
Generally uses prescribed format and writing style
(7 pts)
Substantially uses prescribed format and writing style
(8 pts)
Effectively uses prescribed format and writing style
(10 pts)
Uses APA format
(APA Style Manual 6.0)
Does not provide references.
(0 pt)
Does not apply APA style to references.
(1pts)
Partially applies APA style to references.
(3 pts)
Substantially applies APA style to references.
(4 pts)
Effectively applies APA style to all references.
Optimal quality and quantity of citations.
(5 pts)
OVERALL GRADE (100 total possible points):
%
Porcini's Pronto
Luxuan Xie
Nova Southeastern University
H. Wayne Huizenga Graduate School of Business and Entrepreneurship
Content
Executive Summary 7
Background 7
Problem Statement 9
Analysis 9
Conclusion 10
References 12
Porcini’s Pronto
Executive Summary Porcini’s Inc. is considering business
CERTIFICATE OF AUTHORSHIP: I certify that I am the author. I have cited all sources from which I used data, ideas, or words, either quoted directly or paraphrased. I also certify that this paper was prepared by me specifically for this course.
Certification of Authorship: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas, or words, either quoted directly or paraphrased. I also certify that this paper was prepared by me specifically for the purpose of this assignment.
CERTIFICATE OF ORIGINALITY: I certify that the attached paper is my original work and has not previously been submitted by me or anyone else for any class. I further declare I have cited all sources from which I used language, ideas, and information, whether quoted verbatim or paraphrased, and that any assistance of any kind, which I received while producing this paper, has been acknowledged in the References section. I have obtained written permission from the copyright holder for any trademarked material, logos, or images from the Internet or other sources. I further agree that my name typed on the line
Certification of Authorship: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas, words, either quoted directly or paraphrased. I also certify that this paper was prepared by me especially for this course.
Certification of Authorship: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas, or words, either quoted directly or paraphrased. I also certify that this paper was prepared by me specifically for the purpose of this assignment.
The primary purpose of the survey was to ascertain how customers perceived National’s quality of service
Certification of Authorship: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas, or words, either quoted directly or paraphrased. I also certify that this paper was prepared by me specifically for the purpose of this assignment.
CERTIFICATION OF AUTHORSHIP: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas or words, either quoted directly or paraphrased. I also certify that this paper was prepared by me specifically for this course.
I certify that I am the author of this work and that any assistance I received
Source : Adapted from A. Parasuraman, Valerie Zeithaml, and Leonard Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall 1985)
Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in
The elusive goal of customer satisfaction has long provided companies with endless headaches and difficult decisions. In the end, associating specific customer satisfaction metrics to company profit and loss would provide the undeniable proof needed to make changes, and then invest the required capital to address any concerns. Starbucks, not unlike the rest of the business world, has found itself in the same situation. At a basic level, the argument that more investment in customer service creates higher customer satisfaction has already been fundamentally agreed upon. However, more specifically, Starbucks must decide if a reinvestment of $40M annually in
Mani, N. K., & Srivalli, P. (2014). A study on factors influencing Service Quality in Restaurants'. Annamalai International Journal Of Business Studies & Research, 6(1), 1-9.
Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these
Unpleasant waiting experience might accompany with customers go through the whole service process, which could lower the overall evaluation of service quality easily. Not only the queuing experience, a number of studies also investigated that queuing time in a service organization significantly influences consumer satisfaction. In general, increasing in waiting time is associated with decreasing in customer satisfaction (Katz, M.Larson & C.Larson, 1991). The graph (Dube, Renaghan & Miller, 1994) below shows the effect of waiting time on customer satisfaction in restaurant industry, and suggests that most consumers do not satisfied if the waiting time is longer than 8 minutes. In addition, another study (Jones & Dent, 1994) examined that 70% of respondents considered waiting time as a major