Which of the following strategies is inappropriate for managing capacity and demand?
A) Smooth customer demand by offering price incentives.
B) Scheduling staff to meet variations in forecasted customer demand.
C) Decrease customer participation in the service process.
D) Promoting off-peak use of facilities.

Question

Quizplus · Accepted Answer

Decreasing customer participation in the service process is not an appropriate strategy for managing capacity and demand because it goes against the service concept of customer participation and can reduce the perceived value of the service. The other strategies listed - smoothing customer demand, scheduling staff, and promoting off-peak use of facilities - are all appropriate ways to manage capacity and demand in a service setting.

Which of the Following Strategies Is Inappropriate for Managing Capacity