Class projects

Project Description:

Part 4 of the Capstone Project explores customer-experienced value.

1. Review the components of the customer-experienced value system and explain the concept of the value equation and how it applies to the organization you have chosen for this project.

2. Value from service can be obtained through conformance to specification and fitness for purpose. Expand on how the product/service offered by the organization you have chosen conforms to specification and meets its purpose.

3. As a potential customer, identify and describe service gaps in the company you have chosen, which would have a negative impact on word-of-mouth recommendations. See Figure 6.4 on page 169 in the textbook for reference.