MAR5849 Service Marketing

Customer's Role in Service Delivery

• . Levels of customer participation
• . How can other customers affect a customer experience?
• . Roles customers can play in service delivery
  • . Know examples of each
  • . How do these roles differ from one another?
• . How can a firm enhance customer participation?

Employee's Role in Service Delivery

• . Service Marketing Triangle
  • . What are the dimensions?
  • . Know examples of each side of the triangle
  • . What strategies can be used to align all sides of the triangle?

Managing Supply and Demand

• . What types of constraints exist for service delivery?
• . What variations can result from different demand and capacity levels?
• . What strategies exist to match demand and capacity?
  • . How can demand be manipulated?
  • . How can capacity be altered?
• . What is yield management?

Answer rating: 100% (QA)

Customers Role in Service Delivery 1 Levels of Customer Participation Low Participation Customer has minimal involvement in the service process eg aut... View the full answer