Question

Customers Roles (Key Factor in Gap 3): Managing Customers as Co-Producers: Which step asks questions like: Do customers have time on their hands as they wait for service? Can we speed service delivery? Could employee work be done by customers? Are customers trying to work by themselves? Are customers asking for information that is available elsewhere?

Answer 1

The step described in the question is about managing customers as co-producers and involves involving customers in the service delivery process.

Step-by-step explanation:

The step described in the question belongs to the concept of managing customers as co-producers in the context of Gap 3 in the service quality gap model. In this step, organizations involve customers in the service delivery process and consider their role as co-creators of value. By asking questions like whether customers have time on their hands as they wait for service, whether service delivery can be sped up, whether customer work can replace employee work, and whether customers are seeking information available elsewhere, organizations can identify ways to engage customers and improve the efficiency and effectiveness of the service.