Now that you've watched the Case Video, below you'll find a number of discussion questions. Some of these questions ask you to reflect on what you've seen in this video. Others may provide links to Web sites for further exploration.
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Think about the continuum of goods and services. At one end are tangible goods sold with few or no associated services (e.g., groceries, off-the-rack clothing). At the other end are pure services with no associated tangible goods (e.g., haircuts, concerts). Between these extremes are a variety of offerings that combine goods and services. Think about online gaming vs. CanGo's other retail offerings. Where on the continuum would you place online gaming? Why? |
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Given the answer to the question above, will online gaming be easier to manage or more difficult? Explain why you think so. |
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Visit Amazon. Analyze this site from the standpoint of the customer service it offers its customers. How does this service organization manage intangibility, perishability, variability, and inseparability to make its customers more comfortable in purchasing their products online? |
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Visit the Forrester Research Web site to look at a real PowerRankingsTM summary. Read about the categories. Do these define quality service? Can you think of other measures in which an e-tailer such as CanGo may be interested? |
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Congratulations! You've come to the end of this episode.
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