Discussion:
How have price and variety competition changed McDonald's basic formula for success?
Could a service firm use a production-line approach or self-service design and still keep a high customer focus (personal attention)? Explain and support your answer with examples.
Why should a manager of a bank home office be evaluated differently from a manager of a bank branch?
Identify the high-contact and low-contact operations of the below services:
A dental office.
An airline.
An accounting offi ce.
An automobile agency.
Amazon.com