Describe how Avis uses service blueprinting to enhance its customers' experiences
What will be an ideal response?
Each year Avis determines a set of factors that car renters care about most. The rental process is then broken down into more than 100 incremental steps, including making a reservation, finding the pickup counter, getting to the car, driving it, returning it, and paying the bill. They have determined that travelers mostly want to get to their rental quickly and drive away, so the service blueprint is designed to achieve that goal.
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An audit which focuses on a retailer's pricing strategy illustrates a _____ audit
a. vertical b. disguised c. horizontal d. nondisguised
All of the following are potential variabilities that can be encountered when delivering a service to a customer except?
a. Extended production times b. Modified service requests during the service c. Working hours d. Working durations
________ distance is used to handle most business transactions while communicating on a face-to-face basis.
A. Public B. Intimate C. Personal D. Social
Explain the leadership continuum developed by Tannenbaum and Schmidt.
What will be an ideal response?