Professional Documents
Culture Documents
Customers Role in SD
Customers Role in SD
PERFORMING
SERVICE
Customers’ Roles in Service
Delivery
Customers’ Roles in Service
Delivery
The Importance of Customers in Service
Cocreation and Delivery
Customers’ Roles
12-3
Provider Gap 3
CUSTOMER
Service Delivery
COMPANY
Service
Performance
Gap
Customer-Driven
Service Designs and
Standards
Part 5 Opener
Key Factors Leading to Provider Gap 3
Service Delivery
GAP
3 Key Factors Related to Customers:
• Customers lack
• Customers are
• Customers are not
• Interference by
• Incompatible
Customer-Driven Service
Designs and Standards
How Customers Widen the Service Performance
Gap
Lack of understanding of their roles
12-6
Importance of Other (“Fellow”) Customers
in Service Delivery
Other customers can detract from satisfaction:
Disruptive behaviors
Overly demanding behaviors
Excessive crowding
Incompatible needs
Other customers can enhance satisfaction:
Mere presence
Socialization/friendships
Roles: assistants, teachers, supporters, mentors
12-7
Customer Roles in Service Delivery
Productive Resources
Contributors to
Service Quality and
Satisfaction
Competitors
12-8
A Proliferation of Self-Service Technologies
12-9