1. Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin SCHOOL OF MANAGEMENT SEMESTER 1 2012/2013 AMW342 SERVICES MARKETING ASSOCIATE PROFESSOR DR. AZIZAH OMAR Lecture: Thursday Venue: DK - R Room: PhD/MA Office, Level 1 School of Management Tel: 04 653 888 ext.2889 Email: aziemar@usm.my http://www.management.usm.my/azizahomar Tutorial: Wednesday (2.00pm – 3.00pm) @ Training Room, Ground Floor, School of Management

2. Customers’ Roles in Service Delivery  The Importance of Customers in Service Cocreation and Delivery  Customers’ Roles  Self-Service Technologies—The Ultimate in Customer Participation  Strategies for Enhancing Customer Participation Chapter12 12-2

3. Objectives for Chapter 12: Customers’ Roles in Service Delivery  Illustrate the importance of customers in successful service delivery and cocreation of service experiences.  Discuss the variety of roles that service customers play: productive resources for the organization, contributors to quality and satisfaction, competitors.  Explain strategies for involving service customers effectively to increase satisfaction, quality, and productivity. 12-3

4. How Customers Widen the Service Performance Gap  Lack of understanding of their roles  Not being willing or able to perform their roles  No rewards for “good performance”  Interfering with other customers  Incompatible market segments 12-4

5. Customer Participation across Different Services 12-5

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 12-6

7. Customer Roles in Service Delivery Productive Resources Contributors to Service Quality and Satisfaction Competitors 12-7

8. Customers as Productive Resources  Customers can be thought of as “partial employees”  Contributing effort, time, or other resources to the production process  Customer inputs can affect organization’s productivity  Key issue:  Should customers’ roles be expanded? reduced? 12-8

9. Customers as Contributors to Service Quality and Satisfaction  Customers can contribute to:  Their own satisfaction with the service  By performing their role effectively  By working with the service provider  The quality of the service they receive  By asking questions  By taking responsibility for their own satisfaction  By complaining when there is a service failure 12-9

10. Customers as Competitors  Customers may “compete” with the service provider  “Internal exchange” vs. “external exchange”  Internal/external decision often based on:  Expertise capacity  Resource capacity  Time capacity  Economic rewards  Psychic rewards  Trust  Control 12-10

11. A Proliferation of Self-Service Technologies  ATMs  Pay at the pump  Airline check-in  Hotel check-in, out  Automated car rental  Blood pressure machines  Tax prep software  Self-checkout  Online banking  Online vehicle registration  Online auctions  Home and car buying online  Package tracking  Internet shopping  IVR phone systems  Distance education 12-11

12. Service Production Continuum 12-12

13. Strategies for Enhancing Customer Participation 12-13

14. Strategies for Enhancing Customer Participation  Define customers’ roles  Helping oneself  Helping others  Promoting the company  Recruit, educate, and reward customers  Recruit the right customers  Educate and train customers to perform effectively  Reward customers for their contributions  Avoid negative outcomes of inappropriate customer participation  Manage the customer mix 12-14

15. Compatibility Management  “a process of first attracting homogeneous consumers to the service environment, then actively managing both the physical environment and customer-to-customer encounters in such a way as to enhance satisfying encounters and minimize dissatisfying encounters” (Martin and Pranter 1989) 12-15

16. Characteristics of Service that Increase the Importance of Compatible Segments 12-16