Please look at the 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

A. Developing a personal relationship between sales and customer.

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

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

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

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

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

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

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

I. Pioneered by Nordstrom as an unstructured process and Ritz-Carlton as a scripted process.

J. Pioneered by McDonald's.

K. Pioneered by ATMs, self-service gas stations and company websites.

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