From your personal experience, identify three different situations where you used customer self-service. Pumping gasoline or ordering books online from Amazon are good starters but don't forget to include less common situations if you can think of them. When you have three situations identified, ask yourself:

• Why would a customer would use them?
• What was your motivation for using this form of delivery?
• Why didnt you have someone serve you?

Be clear about your motivations. Think in terms of convenience, discretion, or the need to save money or timewhatever the case may be. If there were several motivations, which one was the most important? If you had no other choice, would rather have had someone do it for you? Finally, do these motivations apply only to you or would other customers feel the same way?

This is an individual assignment that you need to work on alone. It requires you to make a judgement about what really drives self-service customer experiences. For full marks, write each answer clearly and don't forget to explain why. Consult your textbook for definitions and explanations about what each distinciton means.

Note: Products do not qualify. If the company you identify provides a combination of goods, make sure that you address the services only. If your answer focuses on a product instead of a service, your question will be disqualified.

Using concise business language, answer the following questions for each service:

• Breifly describe each form of self-service expereince.
• Explain your motivations for using each form of self-service.
• For each experience, would you have preferred other options? Explain.
• For each experience, identify the strongest motivator. Was it a determining factor? Why or why not?