peration Management

Question:  After watching the short video for Pike Fish (https://www.youtube.com/watch?v=_AAQT6ifGys), what customer contact model do they use?  What process do they use for service recovery?  You can also visit www.pikeplacefish.com.

The customer contact model suggests that the proportion of time the customer is in contact with the service delivery system influences its efficiency.  This is because the customer introduces uncertainty and inefficiency into the service delivery system.  Thus, the design of a service delivery system should focus on separating those parts that involve customer contact from those that do not. Thus a critique of the customer contact model might be that it is not the amount of customer contact that decreases the efficiency of a service delivery system, but the amount of uncertainty that the customer is permitted to introduce to the service delivery system that lowers efficiency.

Customer Contact Model are here, after watching the video pick and write, you can pick more than one:

· Service-Product Bundle

· Service –  explicit service

· what the provider does for customer

· Psychological benefits –  implicit service

· how customer feels after service

· Physical goods –  facilitating goods

· used during service or received by customer

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