Chapter 12

What form of control uses rewards or discounts as incentives?

Which company created a normative environment to encourage honest selling and buying?

What is the rationale behind Amazon providing detailed reviews with no economic benefits?

What method does Costco use to encourage customers to return shopping carts?

Which type of control system can be less expensive and more efficient according to the text?

In what way does JetBlue invite customers to contribute to service quality according to the text?

What is one way Zipcar engages its customers to develop deep feelings of interdependence?

In which scenario do normative controls work best?

Which company relies on peer pressure from passengers next to you as a normative control mechanism?

What is a key factor in ensuring service quality and satisfaction according to the text?

Why is it important for customers to understand that their actions matter?

What makes the ending equally important as other stages in the service experience?

What is a common reason for customers interfering with other customers in a service setting?

In the context of service delivery, why might customers not be willing or able to perform their roles?

How can customer co-creation and co-production benefit a business?

What is a drawback of customer co-creation and co-production?

Why is it important for businesses to understand the variety of roles that service customers play?

What contributes to the 'I designed it myself' effect when it comes to customer co-creation and co-production?

Give an example of instrumental control in the banking industry.

What normative environment did eBay create to encourage honest selling and buying?

How does Amazon benefit from providing detailed reviews with no economic benefits?

What does JetBlue do to invite customers to contribute to service quality?

Differentiate between instrumental and normative controls in terms of customer engagement.

Explain the strategy used by Costco to encourage customers to return shopping carts.

Give an example of how customers can interfere with other customers in a service setting.

Explain the concept of the 'I designed it myself' effect in customer co-creation and co-production.

How can customer participation influence their loyalty?

What are some drawbacks of customer co-creation and co-production?

Explain the significance of understanding the variety of roles that service customers play.

Why is it important for customers to be willing and able to perform their roles in a service setting?

How does Zipcar engage its customers to develop deep feelings of interdependence?

What role does customer interdependence play in normative controls?

What is the significance of the trend in the sequence of pain or pleasure in service experiences?

How does JetBlue utilize peer pressure as a normative control mechanism?

Why is it important for customers to understand that their actions matter in service delivery?

What contributes to the effectiveness of normative controls in a service setting?