Question: Should customer involvement in providing services be avoided if at
Should customer involvement in providing services be avoided if at all possible in the design and management of the channel to deliver the service? Discuss.
Relevant QuestionsMulti-channel strategy that provides more choice to customers has become a virtual imperative today for more and more firms. What are some of the key challenges firms face in pursing a multi-channel strategy? Do the generally shorter channels used to distribute services usually make it more or less complicated to design marketing channels? Why? Automated teller machines (ATMs) and, more recently, online banking, were thought to provide such a valuable service alternative that customers would need far fewer personal banking services with human tellers in traditional ...“Getting right down to business and getting things done quickly and efficiently are universal virtues.” Discuss this statement in terms of some other cultures around the world. “We need to expand our market base,” argued the vice president of marketing for a major American beer brewery during a strategic planning conference presentation. “Our sales growth in the United States has been ...
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