Operation Management

• Other customers can enhance satisfaction: ⚬Mere presence ￭Empty restaurant or theme parks • Enjoy the experience with other people ⚬Theme parks, theaters ￭Artificial cues to generate applause, laughter etc. ( To motivate participation) • Socialization/friendships ⚬Group travel, waiting time • As assistants or teachers ⚬Taking photos, demonstrating Importance of Other (“Fellow”) Customers in Service Delivery