Everyone has a part to play in a service encounter. A person’s role in a service encounter is a set of behavior patterns to be performed by the players to achieve the goals of the encounter effectively and efficiently. Very often, we expect service providers to play their role well, in order for us to have a satisfactory service encounter. Customers are also required to play their parts well, to facilitate a smooth delivery of the service.

An education and financial advisory services require a moderate or high level of customer participation:

1. What influence do customers have on your service experience?

a. When might customers enhance your experience?

b. When might customers diminish your experience?

c. When might you, as the customer, be able to enhance your experience?

d. When might you, as the customer, do something that diminishes your experience?