Services by their degree of customer contact

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Reference no: EM131481173

1. Classify the following services by their degree of customer contact (high, medium, or low). Also, determine how much uncertainty the customer introduces into the service delivery system by the ability to make customized service demands (high, medium, or low).

a. Check clearing in a bank

b. Bank teller

c. Bank loan officer

2. Who is the customer in a school, a jail, and a personnel office in a firm?

3. Locate each of the following services on the service delivery system matrix:

a. Vending machine business

b. Housecleaning service

c. Appliance repair

4. How do the managerial tasks differ among the services described in question 3?

5. Describe the service-product bundle for each of the following services:

a. Hospital

b. Lawyer

c. Trucking firm

Reference no: EM131481173

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