Part of the problem when transforming from full-service to self-service is that businesses tend toforget why customers might prefer using full-service options in the first place. This is consistent withwhich of the following guidelines for increasing customer participation:

Related MCQs

• Part of the problem when transforming from full-service to self-service is that the new proceduresthemselves are flawed and/or difficult to understand. Of the guidelines presented below, which wouldminimize this type of problem from occurring? This is consistent with which of the following guidelines for increasing customer participation:
• Efforts to transform customers into partial employees should not be interpreted as the firm’sway of distancing itself from the customer. This is consistent with which of the followingguidelines for increasing customer participation:
• Service organizations often tend to ignore the feeling of customers when they are kept waiting. —The psychology of waiting lines“ is an article written by David Maister with various principles to provide more insights into ‘waiting‘ for both customers as well as service providers. Which of the following is not true about the principlesof waiting?
• ______ are attributes that a customer might find difficult to evaluate even after production or consumption.
• ____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customer’s point of view.
• A customer comes to a restaurant and demands a table facing the street which is alreadyoccupied for the evening. The Floor Manager’s ability to deal with the customer is anexample of the restaurant’s ability in:
• Which level of investment in customer relationship building typified by the company like dell.com working continuously with their customers to discover ways to perform better?
• Customers should be retained by a service business because retained customers (Choose the false statement)
• The Perceived Service Quality means that the perceived or experienced service is not consistent with the expected service. This gap results in the following: Which one is NOT true?
• Businesses such as fast food restaurants would fall where along the Scale of Market Entities?