“I CAN DO IT MYSELF:” TRAINING THE SERVICE CONSUMER TO CONTRIBUTE TO SERVICE PRODUCTIVITY
Abstract
Scene I: A major hotel. 1. Guest A called the desk right after check‐in to report a burned‐out light bulb and an absence of hot water; both were fixed in an hour. Guest A also slept better, as the hotel assigned him a quiet room when he identified himself as a light sleeper. Guest B did not communicate to management until check‐out time, when he complained that there was no hot water and he had to read in the dark; he was overheard by new guests checking in, who asked if the hotel was undergoing a disaster.
Citation
Goodwin, C. (1988), "“I CAN DO IT MYSELF:” TRAINING THE SERVICE CONSUMER TO CONTRIBUTE TO SERVICE PRODUCTIVITY", Journal of Services Marketing, Vol. 2 No. 4, pp. 71-78. https://doi.org/10.1108/eb024745
Publisher
:MCB UP Ltd
Copyright © 1988, MCB UP Limited