Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler

تمرين 8

Using the section on managing customer expectations, put yourself in the position of your professor, who must reduce the amount of "service" provided to the students in your class. Give an example of each strategy in this context. Which of the strategies would work best with you (the student) in managing your expectations? Why?