Your role as customer in the service delivery process

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Reference no: EM132076296

Please select a service of your choice and answer the following questions: (10 m)

1. What service have you selected?

2. Describe your role as a customer in the service delivery process.

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?

8. When might other customers diminish your experience?

9. Could you be considered a “partial employee” of this organization? Explain.

10. When might you, as the customer, be able to enhance your experience?

B. Explain the dimensions of SERVQUAL framework and relate the same to a service organization of your choice for measurement of service quality gaps. (5 m)

C. Illustrate how a service firm that you are familiar with has implemented successfully strategies for managing both demand and capacity. (5 m)

Reference no: EM132076296

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