Question

The role of customers may be determined by a service's nature in service cocreation and delivery. In this context, match the types of services (in the left column) with their examples (in the right column).

1. Services that require only the presence of customers
2. Services that may involve moderate levels of input from customers in the form of information or effort
3. Services that may need customers to cocreate the outcome of a service

Answer 1

There are three types of services: those that require only the presence of customers, those that may involve moderate levels of customer input, and those that need customers to cocreate the outcome. Examples include public transportation, hotel services, and customized travel planning.

Step-by-step explanation:

1. Services that require only the presence of customers
Example: Public transportation services where customers simply need to be present to use the service.

2. Services that may involve moderate levels of input from customers in the form of information or effort
Example: Hotel services where customers may need to provide information like check-in details or put in effort to make their own beds.

3. Services that may need customers to cocreate the outcome of a service
Example: Customized travel planning services where customers work together with travel agents to plan the itinerary.