You have been sitting in the waiting room of your mechanic's shop for more than an hour. With the knowledge that products are different from services, develop a list of the things the shop manager could do to improve the overall service delivery. Consider how the shop might overcome problems associated with the tangibility, separability, heterogeneity, and perishability of services.
Assume you were hired by the local grocery store to help assess their service quality. How would you go about undertaking this project? Be specific about your approach and activities