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2. What are the backstage elements of (a) a car repair facility, (b) an airline, (c) a
university, and (d) a consulting firm? Under what circumstances would it be
appropriate or even desirable to allow customers to see some of these backstage
elements, and how would you do it?
- The backstage operations of any services plays a vital role and involve the technical
core of the total services system and is typically invisible to the customers.
- There are few circumstances where it may be suitable to allow customers to see
some of the backstage elements. These backstage elements can really turn out to be a
part of the administration implementation if the service performance are carefully
planned and performed by the service provider, and they should performing these
backstage activities in front of customer to shows the better impact on customer. For
examples, a car repair facilities where the service operations are fully visible through
large plate glass window and advertisement for promoting an airline that can
describe their facilities and service provided.