1.2 Evaluation ice Products, Consumers, and Markets Susan Munro, Service Customer friends had lunch at After morning classes, Susan Munro, a final year business student and her local suppliers to the recently renovated student union. featured a variety of small kios from brand-name fast food chains that offered choices of sandwiches, health foods, and a variety of desserts. Although she wanted a sandwich, there was a long line of customers at the sandwich shop. Thus, Susan joined her friends at Burger King and then splurged on a café latte from the ad- jacent Have-a-Java coffee stand. The food court was unusually crowded that day, perhaps because of the rain pouring down outside. When they finally found a table, they had to clear away the dirty trays. "Lazy commented her friend Mark, referring to the previous customers. she After lunch, Susan stopped at the cash machine and withdrew some when remembered she had a job interview at the end of the week, she telephoned her hairdresser and counted herself lucky to be able to make an appointment for later. This was because of a cancellation by another client.
herself to be able to make an appointment or lucky able to make and cancellation by another client. bright, trendy décor and was forward her visit to the hairdresser The salon had a staffed by frie Unfortunately, the stylist was running late and Susan had wait for 20 minutes. She used that human resources course e of the other wait time to review a ing customers Eventually, it was time for a sham poo, after were reading magazin provided by the salon. although she drew the which e stylist proposed a slightly different cut. Susan a and was unsure it suggestion to lighten her hair color as she had never done it before would look She did not want to take the risk. She sat very still, watching the hair-cutting process he mirror and turning her head when requested she was very pleased with the result and com mented the stylist on her work tipped her and paid for the haircut at the reception des n the way home, she stopped by the to pick up some clothes. The store was rather gloomy, smelled of cleaning solvents, and the walls badly needed She was as prom. to find that although her silk blouse was ready Il li| dised, the uit that she needed for the interview was not. The who had dirty an in an insincere tone. Although the store was con venient and the quality of work was quite good, Susan considered the employees unfriendly and no very helpf and was unhappy with their service However, she had n oice but to use them as there were no other dry clean around Back at her apartment building, she opened the mailbox in the lobby. Her mail included a bill from her in acilities operatio remot At phy (or ren At phy
and was un ow with their service oice but to use them were no other as there cleaners dry around opened the Back at her building, she her in- mailbox in the apartment a bill from lobby. mail since surance company. however, it required no bank payment automatically from her was deducted account. She was about to discard the when she noticed promoting a new dry-cleaning store, which a flyer try the included a discount coupo new store and pocketed the coupon the Since it was her turn to dinner, she looked in kitchen to see what food ava able. Susan sighed when she realized there was nothing much. Maybe she would make salad and call for delivery of a large pizza