Question: 1. Critique the customer contact model. What are its strengths and weaknesses?
2. Identify the front office and back office services for the following organizations. Could these services be improved by increasing or decreasing the degree of customer contact? By separating low- and high-contact services?
a. Hospital
b. Trucking firm
c. Grocery store
d. Appliance repair firm
3. Define a possible service guarantee for each of the following services:
a. College classes
b. A theater performance
c. Buying a used car