PUBLIC FINANCE a) Discuss the evolution of Zambia `s Fiscal policy. Cleary outli
ID: 2815237 • Letter: P
Question
PUBLIC FINANCE
a) Discuss the evolution of Zambia `s Fiscal policy. Cleary outline any reform process that have been implemented by The Government to improve both performance and administration. How have these reforms contributed to the performance of the Fiscal Policy.
b)Select One High-Contact and One Low-Contact service, define the Core Product and
then identify and categorize all the Supplementary elements for each of the two services. Describe the
results of your analysis.
Discuss how the petals can be used for service differentiation and competitive advantage
Explanation / Answer
Part – (a)
Part (b)
An example of high contact service would be hotels.
On the other hand a low contact service would be mail delivery which has a standardized procedure to deliver the post.
Supplementary elements for hotels (high contact service) are: 24- hour customer call service wherein the customer can make calls to book a room, a reception lobby to receive the guest as they come, hotel room service to make food and other essentials available at the room for the customers, the cleaners and housekeeping staff to clean the room, a chef and a restaurant to meet the culinary needs of the customers. Each of these elements will be customer facing and needing to make contact with customer
The supplementary elements for a mail-order delivery would be less, an online interface where the customer and track his mail, a standardized hub and a delivery system to sort and deliver the post. So, there is not much contact between the customers and the mail delivery processes and the contact will happen only in case there is a delay in delivery of the mail
Strategic positioning to adhere needs of the customers at all time. Making the customer happy at the end of the service, making sure to meet the expectations of the customers will result in differentiation of your service and make the customer loyal.
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