Question

Customers Roles (Key Factor in Gap 3): Managing Customers as Co-Producers: Step 2) Shape 3 factors that determine how well customers perform their role: Which factor asks these questions: What am I supposed to do? What is expected of me? Do I need to do things 'by the book'? When and in what sequence am I supposed to do a behavior?

Answer 1

The factor that asks the questions about what is expected of the customer and how they should perform their role is called Role Clarity.

Step-by-step explanation:

The factor that asks the questions 'What am I supposed to do? What is expected of me? Do I need to do things 'by the book'? When and in what sequence am I supposed to do a behavior?' is called Role Clarity.

This factor is crucial in ensuring that customers are aware of their responsibilities and the actions they must take to facilitate a successful service experience. By clearly communicating expectations and providing guidance, businesses can improve customer satisfaction and the efficiency of the service delivery.

As a co-producer, the customer takes an active role in the creation of the service or product. This collaborative approach to service delivery relies on understanding production decisions, such as what goods will be produced and how they should be produced. It also focuses on enhancing the quality of the customer experience.