Characteristic on consumer decision making journey

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Reference no: EM133384680

Assignment:

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Please help with below questions:

1. Service offering has characteristics of: intangibility, perishability, inseparability, and variability. What is the implications of each of the characteristic on consumer decision making journey?

2. What are the 3 possible customer journey situations in which customers need to use self-service technology (SST) for ordering food in restaurants? and what is the possible customer motivation for using SST for each situation. Is SST better than the interpersonal alternative?
In the end of the articles, there are wordings: "No, I think the digital tools are here to stay. The social media followers aren't going anywhere.

3. The email list isn't shrinking. The push notifications will keep on working like a charm." Please identify the aspects of SST that would annoy customers. From CRM perspective, please identify and explain 5 steps that need to be done by businesses to maintain high customers participation in using SST and reduce customer reluctance to change?

4. Considering your own recent experiences as a service customer in a restaurant that has applied SST, on which dimensions of service quality we experience large gap between your expectations and your perceptions of the service performance? What do you think the possible underlying cause? Please identify and explain steps that should be taken by the business management to improve the service quality from all the five dimensions of service quality? (Reliability, Assurance, Tangible, Empathy, Responsiveness).

Reference no: EM133384680

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