Question

Customers Roles (Key Factor in Gap 3): Managing Customers as Co-Producers: Step 3) Conduct "___________ __________" of how well customers perform their role.

Answer 1

Conducting a 'performance assessment' is a fundamental step in managing customers as co-producers, which includes gathering customer information, finding expert input, and performing a root cause analysis to improve their role performance.

Step-by-step explanation:

Understanding the Role of Customers as Co-Producers

In the context of managing customers as co-producers, a key step involves conducting a 'performance assessment' of how well customers perform their roles. This process entails gathering information from customers and other stakeholders regarding their experiences and contributions to the service process. Additionally, it involves finding expert information to shape and inform how customer participation can be enhanced. A critical aspect of this evaluation is doing a root cause analysis to identify any underlying issues that may affect a customer's ability to perform their role effectively. This comprehensive approach ensures that customers are engaged successfully and contribute positively to the value creation within a service setting.