Questions for Discussion
- Which service firms do you think are among the largest of all U.S. employers?
- What type of education and training are needed to fill the fastest growing
occupations in the U.S.?
- Define the elements in the service-product bundle for your most recent
service purchase.
- Can you think of examples of customer-routed, co-routed, and provider-
routed services?
- How do firms decide if a service should be delivered in a high contact manner
or a low contact manner?
- What was the outcome the last time you experienced a service failure?
- What ideas do you have for using artificial intelligence in the future?
