Please look at the customer-introduced variable and service designed in column A and select the
matching behavior and/or description in Column B
Column A
1. Capability
2. Effort
3. Arrival
4. Subjective Preference
5. Request
6. Self-service Approach
7. Production-line approach
8. Personal-Attention Approach
Column B
A. Developing a personal relationship between sales and customer.
B. The customer has a great role in the production of the service.
C. A customer is offended when a server calls him by his first name.
D. A customer leaves shortly after arriving because the wait for service is too long.
E. A traveler wants a special seat on a plane because he travels all the time
F. A customer does not return an empty product carrier because it is not his job
G. A customer cannot decide on a destination when talking to a travel agent.
H. The positioning of technology and procedures to use manufacturing processes in service.
I. Pioneered by Nordstrom as an unstructured process and Ritz-Carlton as a scripted process.
J. Pioneered by McDonald's.
K. Pioneered by ATMs, self-service gas stations and company websites.
Hint: all the items in Column B have a specific match in Column A and none are repeated
Answer with the Number in Column A and the letter in Column B. For example, 1-F or 2-C or 6-
H and so on.
1-5 have only one match in Column B and 6,7 and 8 have two matches from Column B.
Please look at the customer-introduced variable and service designed.pdf
1. Please look at the customer-introduced variable and service designed in column A and select the
matching behavior and/or description in Column B
Column A
1. Capability
2. Effort
3. Arrival
4. Subjective Preference
5. Request
6. Self-service Approach
7. Production-line approach
8. Personal-Attention Approach
Column B
A. Developing a personal relationship between sales and customer.
B. The customer has a great role in the production of the service.
C. A customer is offended when a server calls him by his first name.
D. A customer leaves shortly after arriving because the wait for service is too long.
E. A traveler wants a special seat on a plane because he travels all the time
F. A customer does not return an empty product carrier because it is not his job
G. A customer cannot decide on a destination when talking to a travel agent.
H. The positioning of technology and procedures to use manufacturing processes in service.
I. Pioneered by Nordstrom as an unstructured process and Ritz-Carlton as a scripted process.
J. Pioneered by McDonald's.
K. Pioneered by ATMs, self-service gas stations and company websites.
Hint: all the items in Column B have a specific match in Column A and none are repeated
Answer with the Number in Column A and the letter in Column B. For example, 1-F or 2-C or 6-
H and so on.
1-5 have only one match in Column B and 6,7 and 8 have two matches from Column B
