Servicesim
This paper will discuss the various aspects of running a small business. The concepts and ideas presented is based on the experience of participating in ServiceSim, a computer simulation in which the user is presented with the task to run FastLane - a small car dealership. Specifically, the paper deals with the aspects of customer satisfaction, profitability, and how decisions regarding HR affect the performance of a company.
Customer satisfaction is based on and influenced by a multitude of factors. While some of these factors are impossible to control (weather, accidents etc), most factors are indeed a direct function of the management's and the employee's abilities and performance. Every customer has a unique set of expectations. Therefore, satisfaction is not a fixed parameter but rather a subjective measurement based on each customer's own perception of the service quality. In service industries, this becomes even more evident as the satisfaction depends on more variables;......
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Approximate Word Count: 910
Approximate Pages: 4 (250 words per double-spaced page)
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