Module Summary and Checklist

Now you should be able to:

• Describe the classification of customers into four groups based on their attitudes and expectations.
• Describe how the creation of an ethical climate lead to job satisfaction and service quality.
• Describe the role of scripts in customer coproduction.
• Describe how the elements of the service profit chain lead to revenue growth and profitability.

Checklist

___ Read Chapter 4 in the textbook.

___ Watch Video Case 4: "The Future of Customer Self-Service".

___ Complete M4S1: Self-assessment.

___ Complete M4A1: Self-Service Discussion.

___ Complete M4A2: Amy's Ice Cream Case Study Report.

___ Complete M4A3: Chapter 4 Quiz.