MATCH THE TERMS

The ability to understand how to address customer-introduced variables is first learning how to identify the behavior and the type of variable the behavior represents.

Please look the at customer-introduced variable and service designed in column A and select the matching behavior and/or description in Column B

Column A

1. Capability
2. Effort
3. Arrival
4. Subjective Preference
5. Request
6. Self-service Approach
7. Production-line approach
8. Personal-Attention Approach

Column B

1. A customer is offended when a server calls him by his first name
2. A customer leaves shortly after arriving because the wait for service is too long
3. A traveler wants a special seat on a plane because he travels all the time
4. A customer does not return an empty product carrier because it is not his job
5. A customer cannot decide what location to visit when talking to a travel agent
6. The positioning of technology and procedures to use manufacturing processes in service
7. Pioneered by Nordstrom as an unstructured process and Ritz-Carlton as a scripted process
8. Pioneered by McDonald's
9. Pioneered by ATMs, self-service gas stations and company websites
10. Developing a personal relationship between sales and customer
11. The customer has a great role in the production of the service

Hint: all the items in Column B have a specific match in Column A and none are repeated

Answer with the Number in Column A and the letter in Column B. For example, 1-F or 2-C or 6-H and so on.

1-5 have only one match in Column B and 6,7 and 8 have two matches from Column B