Service Management

DUE IN 14HOURS FROM NOW

. Base your answers just on the article’s text as well as on the teachings in the classroom, no other sources nor your personal opinions are of interest.

Short Definition of these terms in a blank sheet:

· The trilemma phenomenon

· The nutcracker dilemma

· First mover vs Fast follower

· Industry (or product) lifecycle

· Diffusion of innovations: early adopters, late adopters.

· Brand hallo effect

· Trickledown effect

· Free-rider effect

Prepare powerpoint of max 10 slides on this case:

1. Your work and the general discussion are based on the following scientific article

Bo‑Seong Yun, Sang‑Gun Lee and Yaichi Aoshima (2019) An analysis of the trilemma phenomenon for Apple iPhone and Samsung Galaxy. Service Business 13: 779–812. DOI: 10.1007/s11628-019-00405-5

To make your presentation and be able to contribute to the class discussion, you have to read the following sections: 1, 2, 3, 4.1, 6, and 7.1 only.

Prepare and answer correctly the questions given.

QUESTIONS

What do APPLE need to do in order to increase their reputation for innovation?

How can the cheap offerors, late comers, get more profits from their operations?

How can SAMSUNG improve on their customer experience?

On a separate blank sheet briefly answer questions, and then report in the powerpoint.