Author Question: F-ratio = MSB/MSE. Indicate whether the statement is true or ... (Read 52 times)

Capo · **on:** Jun 28, 2018

F-ratio = MSB/MSE.

Indicate whether the statement is true or false

Question 2

Discuss the concept of self-service and how it allows marketers to reduce variability. Explain good versus bad variability in service encounters.

ricroger · **Reply #1 on:** Jun 28, 2018

Answer to Question 1

T

Answer to Question 2

Self-service is advancing in many industries wherein a customer interacts with technology (e.g., banking, airport check-in, and prescription renewals). These marketing exchanges occur between a person and a machine, so the variability of the service encounter is reduced by the standardization of the equipment. Bad variability involves errors in the system (e.g., poor customer service), and managers of logistics, human resources, and marketing want to reduce this variability. Good variability involves the customization and tailoring of the service delivery for the customer's unique needs. Not surprisingly, it often enhances customer satisfaction. Automated services are usually introduced to reduce the errorful, bad variability. With time, and as menus become more sophisticated with more options, it is conceivable that good variability may also be enhanced (at least for customers who can deal with the technology).