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Marketing Exam Study!

  • 2.

    Determine if customers are aware of how they are expected to perform and have the skills needed to perform as required

  • 3.

    Motivate customers by ensuring that they will be rewarded for contributing and performing well

4. Regularly appraise customers’ performance

Jay customers

  • Undesirable; avoid attracting them first place

  • Thief – no intention of paying and steals

  • Rule breaker – service businesses need to establish rules of behaviour for employees

and customers to guide them safely through the various steps of the service encounter

  • Belligerent – those that get very angry, or icily calm and swearing at machines, service is clumsy, customers are ignored, etc.

  • Family feuders – people who get into arguments with other customers (often with their own family)

  • Vandal – using security to prevent people from vandalising and physical abuse from

customers or drunks

Capacity Constrained Organizations pg 444

  • Productive capacity can take on several forms:

    • 1.

      Physical facilities designed to contain customers and used for delivering people processing service or mental- stimulus processing services

  • 2.

    Physical facilities designed for storing or processing goods that either belong g to customers or are being offered to them for sale

  • 3.

    Physical equipment used to process people possessions, or information may embrace a huge range of items and be very situation-specific

  • 4.

    Labour is a key element of productive capacity in all high-contact services and many low-contact ones

  • 5.

    Infrastructure – many organizations are dependent on access to sufficient capacity in the public or private infrastructure to be able to deliver high-quality service to their own customers

  • Measures of capacity utilization include the number of hours that facilities, labour, and equipment are productively employed in revenue operation, and the units or percentage of available space that is utilized in revenue operations.

  • Chasing demand (several actions that managers can take to adjust capacity as needed:


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