Give an example of a service experience in which you participated that was poor because of the
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Give an example of a service experience in which you participated that was poor because of the presence of a novice customer. What was it that the novice did that identified that person as a novice? Describe the consequences for the expert consumer in terms of the theatrical analogy.
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Novice consumers may disrupt the service process by failing to comply with procedures or they may ...View the full answer
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Related Book For
Services Marketing: Concepts, Strategies, & Cases
ISBN: 9781285429786
5th Edition
Authors: Douglas Hoffman, John Bateson
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