Questions for Discussion
•Which service firms do you think are among the largest of all U.S. employers?
•What type of education and training are needed to fill the fastest growing
occupations in the U.S.?
•Define the elements in the service-product bundle for your most recent
service purchase.
•Can you think of examples of customer-routed, co-routed, and provider-
routed services?
•How do firms decide if a service should be delivered in a high contact manner
or a low contact manner?
•What was the outcome the last time you experienced a service failure?
•What ideas do you have for using artificial intelligence in the future?
