The customer is a co-producer in the service experience. The organization has some control over product and service offerings, but only influences the participation of the customer. Think about a time when you were a customer of a service organization when the service experience was ruined by another customer’s negative involvement.
1. Describe the experience.
2. Describe what the organization did in response.
3. What could you see as another response? (what do you wish they’d done).
