1. Please introduce and elaborate on the three major roles played by customers in service cocreation and delivery.

2. Why do service organizations lack the capacity to inventory their services?

Describe the two basic strategies for matching supply and demand and give at least two specific examples of each.

3. Please illustrate the four meanings of customers' perceived value.

Present concrete examples to demonstrate the approaches to service pricing that are particularly suited to each of the four value definitions.

4. Please explain the relationship between service and profits. What is the difference between offensive and defensive marketing? How does service affect each of these?

5. Please summarize your learning from at least two of the following guest speakers' presentations: Mr. Thomas Dillon from Siemens, Ms. Barbara Drahl from Drahl Co., and Mr. Frank Vertolli from Net Conversion. Use the examples or case studies you learned from their presentations to elaborate your learning about service practices in various industries.