Question: Customer Roles in Service Delivery
Unlike consumers of goods, service customers often are actively involved in the production process. This assignment highlights the complexities of managing a service operation where customer contact is frequent. For this assignment, you need to examine any service that requires a moderate or high level of customer participation. Your in-depth analysis should reflect on the following (you can add in other questions as well).
1. What service have you selected?
2. Describe your role as a customer in the service delivery.
3. How did you learn your "role"?
4. How important is the customer to the service delivery process?
5. How would you describe your level of participation (low/medium/high)? Explain.
6. What influence do other customers have on your service experience?
7. When might other customers enhance your experience? Diminish your experience?
8. When might you, as the customer, be able to enhance your experience?
9. When might you, as the customer, do something that diminishes your experience?
10. Is this a service that you might be able to provide yourself (without the service provider's assistance)? Why or why not?
11. Relate the service you chose to a brand you use frequently. Does the brand hold up to the level of service you are expecting? Why or why not?
5-7 pages