Case Study Susan Monro Service Customer
Identify each of the services that Susan Monroe has used or is planning to use. Categorized them according to the nature of the underlying process. 1 .
Susan Monroe lives in an apartment she shared with three other students. 2. She checks the Internet for the local weather forecast. 3. She drops a letter In the mailbox. 4.
She rode the bus towards the school. 5. She opted to buy breakfast at the university. 6. Susan attended the lectures held by her professors.
7. Susan had lunch at the Student Union with her three friends. 8.
She withdrew mom money from the ATM machine. 9.
Susan studied at the language lab for her Business Spanish class. 10. Susan went to the hair salon to have her hair cut. 11 . She picked up her clothes from the dry-cleaning store. 12.
She collected the mail for herself and her roommates. 13. Susan made a mental note to call her optometrist for an appointment. 14. She decided to try the new dry-cleaning based on the flyer she found in one of her Junk malls. 15.
Susan checked the quarterly bill sent by the insurance company. 16. She might order a large pizza for dinner. People Possessions Rents an apartment
Had a hair cut Bus Transportation She opted to buy breakfast at the university. Bought lunch at the newly renovated Student union Appointment for her optometrist Ordering a large pizza Dry cleaning Delivering of mall Mental stimulus Processing Information Processing Checks the internet for weather forecast Higher education Advertisement of the new dry-cleaning store through the flyer Susan studied at the language lab for her Business Spanish class.
Withdrew money from the ATM machine Susan checked the quarterly bill sent by the insurance company. 2. What need is she attempting to satisfy in each instance?
Physiological Safety Self-Esteem Convenience Need for knowledge Renting the apartment Checks the internet for the weather forecast Had her hair cut Had her clothes washed from the Dry-cleaning store Attends the lectures held by her professors Had lunch at the Student Union bus transportation She will try the new dry-cleaning store Susan studied at the language lab for her Business Spanish class. She opted to buy breakfast at the university. Orders pizza for dinner Suntan’s optometrist reminded her that it’s time to schedule a new eye exam Mail delivery Drops ten letter at ten mailbox 3.
A) Involve self-service , b) some degree of customer involvement with production process, c) dependence on the service provider Self-Service Customer involvement with production process Dependence on the service provider Drops letter at the mail box Susan studied at the language lab for her Business Spanish class.
Where do you see more potential for self- service, and what would be the implications for customer and supplier? There’s a potential self-service for the dry-cleaning business. The store can provide the necessary equipments needed, like laundry, washing machines and dryers.
The customers will then use this to laundry their own clothes. 4. What similarities and differences are there between the dry-cleaning store and the hair salon? Service Similarities Differences Dry-cleaning store Both offers service type of business, in which they get monetary payment Directed at possessions (Possession Processing) Hair Salon Both service acts is tangible Directed at people’s bodies (People-processing) What could each learn from studying the other? When it comes to the d©core of the store, there’s no doubt that the Hair Salon has the upper hand.
It’s bright and fashionable d©core is a complete contrast to the gloomy atmosphere of the Dry-cleaning Store, which is also in dire need of repainting. The Dry-cleaning store could apply the bright and clean interior like that of the Hair Salon. Another thing that the Dry-cleaning store can learn from the Hair Salon is the way how their front runners, the personnel behind the counter, interact with the customers. Even though Susan Monroe had to wait for 20 minutes, she was satisfied with the whole service that was provided by the Hair Salon because of the great ambiance of the place, as well as the friendly staff.