Assume you had your hair styled in a hair salon after making an online booking. Calculate a
Question:
Assume you had your hair styled in a hair salon after making an online booking. Calculate a combined score for the overall customer contact after considering each of the five dimensions of customer contact in Table 2.1.
Use a seven-point scale, where 1= very low and 7= very high. For example, online booking will have low customer contact score because the customer is not present. Did you use equal weightings in calculating the combined score? Why or Why not? Where would you position the process in customer-contact matrix? Is it properly aligned? Why or Why not?
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Dimension Score Weight Physical Presence 6 1 What is Processed 6 1 ...View the full answer
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