Compatibility management:
A) Is unrelated to the implementation of customer participation strategies
B) Does not coalesce well with the drama metaphor used to describe services
C) Is a process for managing the customer mix
D) Is only of value in internal marketing
E) Creates a homogeneous employee pool

Question

Quizplus · Accepted Answer

Compatibility management is the process of managing the customer mix and ensuring that the customers served by a service provider are compatible with each other and with the provider's capabilities. This helps to ensure that the service provider can deliver the desired level of service quality and customer satisfaction. Compatibility management is therefore closely related to the implementation of customer participation strategies, as it involves understanding customer needs and preferences and aligning service delivery accordingly. It also requires a focus on creating a diverse customer base that is balanced and complementary, rather than homogeneous. The drama metaphor is not relevant to compatibility management, as it focuses on the customer experience rather than the internal workings of the service organization.

Compatibility Management