TASK 1

Self-Service Motivations

From personal experience, identify three different situations where you used customer self-service. Pumping gasoline or ordering books online from Amazon are good starters but don't forget to include less common situations if you can think of them. When you have three situations identified, ask yourself:

• Why would a customer would use them?
• What was your motivation for using this form of delivery?
• Why didn't you have someone serve you?

Be clear about your motivations. Think in terms of convenience, discretion, or the need to save money or timewhatever the case may be. If there were several motivations, which one was the most important? If you had no other choice, would rather have had someone do it for you? Finally, do these motivations apply only to you or would other customers feel the same way?

It requires to make a judgement about what really drives self-service customer experiences.

Note: Products do not qualify. If the company you identify provides a combination of goods, make sure that you address the services only. If answer focuses on a product instead of a service, question will be disqualified.

Questions

Using concise business language, answer the following questions for each service:

• Briefly describe each form of self-service experience.
• Explain your motivations for using each form of self-service.
• For each experience, would you have preferred other options? Explain.
• For each experience, identify the strongest motivator. Was it a determining factor? Why or why not?

TASK 2

Blurring the Boundaries of Core and Supplementary Services

Source: https://www.youtube.com/embed/tFyW5s_7ZWc.

after watching above video Answer these questions

1. Explain Zappos' mix of core and supplementary services. How well do they work?
2. Relate Zappos' service offering to two parts of the Flower of Service.
3. How does Zappos fulfill the four key ways of building a strong brand?