Question: The activity will be evaluated based on the following: thorough and factual understanding 30%, clarity of response 20%, organization/structure of ideas 20%, timeliness, and coverage

The activity will be evaluated based on the following: thorough and factual understanding 30%, clarity of response 20%, organization/structure of ideas 20%, timeliness, and coverage of insights and examples 30%.

1. What is the importance of customers in the successful creation and delivery of service experiences. Explain your answer/s.

2. Why do customer actions and attitudes cause the service performance gap to happen?

3. What is the customer's role as a productive resource for the firm? Discuss your answer elaborately.

4. Discuss the customer's role as a contributor to service quality and satisfaction.

5. Discuss the customer's role as a potential competitor.

6. What are the advantages and disadvantages of using Self Service Technology? Provide examples to your answers.

7. How can we encourage guest involvement and customer participation in value co-creation?

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