Case Study Susan Monro Service Customer
Susan Monro, Service Consumer
Case Study
[Pick the date]
1. Identify each of the services that Susan Monro has used or is planning to use. Categorized them according to the nature of the underlying process.
1. Susan Monro lives in an apartment she shared with three other students.
2. She checks the internet for the local weather forecast.
3. She drops a letter in the mailbox.
4. She rode the bus towards the school.
5. She opted to buy breakfast at the university.
6. Susan attended the lectures held by her professors.
7. Susan had lunch at the Student Union with her three friends.
8. She withdrew some money from the ATM machine.
9. Susan studied at the language lab for her Business Spanish class.
10. Susan went to the hair salon to have her hair cut.
11. She picked up her clothes from the dry-cleaning store.
12. She collected the mail for herself and her roommates.
13. Susan made a mental note to call her optometrist for an appointment.
14. She decided to try the new dry-cleaning based on the flyer she found in one of her junk mails.
15. Susan checked the quarterly bill sent by the insurance company.
16. She might order a large pizza for dinner.
People
Possessions
Rents an apartment
Had a hair cut
Bus Transportation
She opted to buy breakfast at the university.
Bought lunch at the newly renovated Student Union
Appointment for her optometrist
Ordering a large pizza
Dry cleaning
Delivering of mail
Mental Stimulus Processing
Information Processing
Checks the internet for weather forecast
Higher education
Advertisement of the new dry-cleaning store through the flyer
Susan studied at the language lab for her Business Spanish class.
Withdrew money from the ATM machine
Susan checked the quarterly bill sent by the insurance company.
2. What need is she attempting to satisfy in each instance?
Physiological
Safety
Self-Esteem
Convenience
Need for knowledge
Renting the apartment
Checks the internet for the weather forecast
Had her hair cut
Had her clothes
Case Study
[Pick the date]
1. Identify each of the services that Susan Monro has used or is planning to use. Categorized them according to the nature of the underlying process.
1. Susan Monro lives in an apartment she shared with three other students.
2. She checks the internet for the local weather forecast.
3. She drops a letter in the mailbox.
4. She rode the bus towards the school.
5. She opted to buy breakfast at the university.
6. Susan attended the lectures held by her professors.
7. Susan had lunch at the Student Union with her three friends.
8. She withdrew some money from the ATM machine.
9. Susan studied at the language lab for her Business Spanish class.
10. Susan went to the hair salon to have her hair cut.
11. She picked up her clothes from the dry-cleaning store.
12. She collected the mail for herself and her roommates.
13. Susan made a mental note to call her optometrist for an appointment.
14. She decided to try the new dry-cleaning based on the flyer she found in one of her junk mails.
15. Susan checked the quarterly bill sent by the insurance company.
16. She might order a large pizza for dinner.
People
Possessions
Rents an apartment
Had a hair cut
Bus Transportation
She opted to buy breakfast at the university.
Bought lunch at the newly renovated Student Union
Appointment for her optometrist
Ordering a large pizza
Dry cleaning
Delivering of mail
Mental Stimulus Processing
Information Processing
Checks the internet for weather forecast
Higher education
Advertisement of the new dry-cleaning store through the flyer
Susan studied at the language lab for her Business Spanish class.
Withdrew money from the ATM machine
Susan checked the quarterly bill sent by the insurance company.
2. What need is she attempting to satisfy in each instance?
Physiological
Safety
Self-Esteem
Convenience
Need for knowledge
Renting the apartment
Checks the internet for the weather forecast
Had her hair cut
Had her clothes