Question 2 Customer self-service machine is very common now. For example, in a fast-food chain store in Hong Kong, a few big touch screen computers are set up in front of the manual register Counters/servers, see below Figure 3 and 4 Figure 5. Analysis on failure's root causes. (0) One customer, Mr. Wong who is 65 years elderly on wheelchair writes an email to the headquarter of the chained stores, complaining the height of the touch-screen button. The email states that he has suggested to the shop manager many times that there should be an alternative kiosk with lower height for him and other wheelchair customers, but no reply is offered by the shop manager so far. What will be your responses) you are the service operation manager in the headquarter office, and why? (E) Sometimes customers may complain without a valid reason. There are two cases. Case 1: A customer asks for free drink after waiting for 10 min in a caf. Case 2: A customer asks for 50% discount after his hair cut is done 20 mins over the pre-agreed standard (15 min) due to the equipment breakdown in a Quick hair cutting shop Will you offer the tree drink and/or discount, and why? How to deal with complaining customers? What are the four strateples in response to customer's complaints ? Figure 3. (above) Customer seit service counter in use by customers with staff assistance and managerial monitoring during peak hours. Figure 4. (Above) Queueing situations observed at the manual register Counters/servers in the same fast- food cafe at the same time during the peak hours. (A) List out five types of commercial services that are using self-service machines in descending order of service delivery efficiency from your own point of view with reasons (5) Wilselt service machine negatively affect customer satisfaction, and why? According to previous study, most of the failure cases are due to customer failure as shown in below figure 5. Does it mean that customer self-service is risky or ineffective, and why? FALURES