service marketing

chapter 14 Coping with fluctuating services

1.Identify a service type,other than those listed in Table 14.1 to illustrate the following :

 a.How service demand can vary over time.

  b.Each of the reasons for fluctuation services demand.

2.Billy Ardd recently opened an upscale pool parlor in this mid-sized hometown of Cuestick,Kansas.Like many service operations, Billy's establishment,'Stripes and Solids,"faces uneven customer demand.Using Table 14.2 and material from the chapter as a guide,offer Billy some suggestions for solving his problem by(1)chasing demand and (2)smoothing demand.

3.Consider a recent visit to a service organization that required you to wait a long time before being served and the principles of waiting presented in Table 14.3.

   a.How long did you wait?

   b.How did you feel during the wait,and why?

   c.How did the wait make you feel about the organization?

   d.What do think could have been done to make the wait more pleasant?

   e.Did the organization do anything to alleviate the tedium of your wait?