Chapter11PEOPLEISSUESMANAGINGSERVICE.pptVIP

Chapter 11PEOPLE ISSUES:MANAGING SERVICE CONSUMERS CUSTOMER MANAGEMENT ISSUES Managing customer participation Managing customer waits Managing uncooperative customers Introduction to customer relationship management (CRM) MANAGING CUSTOMER PARTICIPATION Facilitating co-production (transforming customers into partial employees) develop customer trust promote the benefits of self-service stimulate trial understand customer habits MANAGING CUSTOMER PARTICIPATION Facilitating co-production (transforming customers into partial employees) pretest new procedures understand the determinants of c