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

Exercise 3

Think of a service in which a high level of customer participation is necessary for the service to be successful (health club, weight loss, educational setting, health care, golf lessons, online social media, or the like). Interview a service provider in such an organization to find out what strategies the provider uses to encourage effective customer participation.