Lovin' Service Ops!

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Across
  1. 4. the freedom for an employee to use their own judgment when serving customers
  2. 5. to effectively solve a problem in a process, we need to understand the _______ cause
  3. 6. he straightened things out at Tessei
  4. 10. it allows for time compression
  5. 12. one of the four strategic priorities
  6. 13. the degree to which the actual service matches its intended design is known as _______ quality
  7. 14. the company that developed lean manufacturing
  8. 16. the primary product at Zappo's
  9. 17. the carrot and the stick are _______ methods to influence customer behavior
  10. 20. behavior observed when customers see a long line and decide not to wait
  11. 23. it was the worst that could happen in the ED game
  12. 25. it led to shorter wait times for customers of Bob the Barber
  13. 28. we deal with customer variability by not allowing for it
  14. 30. service firms face a tradeoff between service and _______
  15. 32. jobs at Tessei were said to be dirty, dull, and _______
  16. 34. the service profit chain tells us that _______ satisfaction leads to customer satisfaction
  17. 35. lighting, scents, music, signs, symbols, layout combined
  18. 36. they're what Tessei maintains
  19. 37. the highest tier level in Harrah's Total Rewards program
  20. 39. variability occurring because not all customers try hard enough
  21. 41. standard deviation divided by the mean
Down
  1. 1. it was Tessei's primary job
  2. 2. he developed the EMSR model
  3. 3. the number of seats held back for higher fare customers is known as the _______ level
  4. 7. he defined quality as fitness for use
  5. 8. you can reserve a car with them for a few hours or a whole weekend
  6. 9. selling more seats than we have
  7. 10. it's like a country club with doctors
  8. 11. it means services can't be saved for later
  9. 15. pricing that led to some trouble for Uber
  10. 18. the people element of the servicescape
  11. 19. waiting times will feel shorter if customers are _______
  12. 21. adjective for a process that produces consistent output despite variation in inputs
  13. 22. a service firm must manage human resources, including both employees and _______
  14. 24. big users of revenue management techniques
  15. 26. it's key to Uber's success when entering a new market
  16. 27. the type of process that allows for, or even embraces, variation
  17. 29. a customer will be more upset about her wait if it seems _______
  18. 31. what waiting time do as system utilization gets higher
  19. 33. satisfaction = perception - _______
  20. 38. customer that visit Harrah's frequently but don't spend a lot
  21. 40. it shows the customers we care about them