Question: Column A Capability Effort Arrival Subjective Preference Request Self - service Approach Production - line approach Personal - Attention Approach Column B Pioneered by McDonald's.

Column A

Capability

Effort

Arrival

Subjective Preference

Request

Self

-

service Approach

Production

-

line approach

Personal

-

Attention Approach

Column B

Pioneered by McDonald's.

Pioneered by ATMs, self

-

service gas stations, and company websites.

Developing a personal relationship between sales and customers.

The customer has a great role in the production of the service.

A customer is offended when a server calls him by his first name.

A customer leaves shortly after arriving because the wait for service is too long.

A traveler wants a special seat on a plane because he travels all the time

A customer does not return an empty product carrier because it is not his job

A customer cannot decide on a destination when talking to a travel agent.

The positioning of technology and procedures to use manufacturing processes in service.

Pioneered by Nordstrom as an unstructured process and Ritz

-

Carlton as a scripted process.

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