Question

Please look the at customer-introduced variable and service designed in column A and select the matching behavior and/or description in Column B

Column A

1. Capability
2. Effort
3. Arrival
4. Subjective Preference
5. Request
6. Self-service Approach
7. Production-line approach
8. Personal-Attention Approach

Column B

1. A customer is offended when a server calls him by his first name
2. A customer leaves shortly after arriving because the wait for service is too long
3. A traveler wants a special seat on a plane because he travel all the time
4. A customer does not return an empty product carrier because it is not his job
5. A customer cannot decide what location to visit when talking to a travel agent
6. Positioning of technology and procedures to use manufacturing processes in service
7. Pioneered by Nordstrom as an unstructured process and Ritz-Carlton as a scripted process
8. Pioneered by McDonald's
9. Pioneered by ATMS, self-service gas stations and company websites
10. Developing of a personal relationship between sales and customer
11. Customer has a great role in production of the service

Answer 1

Column A Column B Reason reflects the capability of a process or system in its business model Capability Positioning of technology and procedures to use manufacturing processes in service The customer gives feedback and puts and effort to facilitate and enhance the production process of a company Effort Customer has a great role in production of the service If a customer arrives in a system for a service but his wait time is too long, he will want to leave the system Arrival A customer leaves shortly after arriving because the wait for service is too long a cus a regular passenger of the company, he may reques Subjective Preference for subjective prefernce over others A traveler wants a special seat on a plane because he travel all the time reques agent to make the choice assistance Request A customer cannot decide what location to visit when talking to a travel agent Various customers do not like self ice approach as under it Self-service Approach A customer does not return an empty product carrier because it is not his job customer will have to fetch things himself cDonald's has a production line approach for serving customers its outlets Production-line approach Ploneered by McDonald's his helps in building trust and collaboration between the company Personal-Attention Approach Developing of a personal relationship between sales and customer and the customer