Everyone has a part to play in a service encounter. A person’s role in a service

Question

Everyone has a part to play in a service encounter. A person’s role in a service encounter is a set of behavior patterns to be performed by the players to achieve the goals of the encounter effectively and efficiently. Very often, we expect service providers to play their role well, in order for us to have a satisfactory service encounter. Customers are also required to play their parts well, to facilitate a smooth delivery of the service.

An education and financial advisory services require a moderate or high level of customer participation:

1. Is this a service that you might be able to provide yourself (without the service provider’s assistance)? Why or why not? How should it be delivered?

Explanation / Answer

No this service cannot be provided by ourselves because financial and education related advises can only given by professionals who are trained and have immense knowledge in that field. There will be many issues which we do not know and only they can explain them to us. Hence it cannot be provided ourselves. It should be delivered in a detailed manner and every point needs to be explained. They must also be able to clarify our doubts.

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