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Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered

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Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered

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Invisible contact employees, below the line of visibility

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Invisible contact employees, below the line of visibility

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Those actions of frontline contact employees that occur as part of a service encounter

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Those actions of frontline contact employees that occur as part of a service encounter

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Tangibles that customers are exposed to that can influence their quality perceptions

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Tangibles that customers are exposed to that can influence their quality perceptions

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Include all the steps that customers take part in as part of the service delivery process

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Include all the steps that customers take part in as part of the service delivery process

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Customer visits the various telco booths that he/she is interested in.

Customer compares the different package deals the different telco offers

Customer signs up for a package with the telco he/she has selected

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Brochures about new products and packages are given out

Online websites are available for customers to browse at their own free time

Staff from the telco approaching and interacting with customers to help them learn more about the various deals the telco offers

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The staff will interact with the customers and share information about their booth- be it their objectives, vision, offerings.

After customers decides whether they want to be part of it, if yes, the on-stage employee will help them sign up their details.

And the customers who already visited the booth will be given a sticker (e.g.) by the on stage employee.

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The back-stage employee made the brochures at the earlier period to be handed out at the roadshow day itself.

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Employees who helps to set up the booth and preparing the necessary equipment for the road show

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Customers visits the various telco booth that they are interested in @ Roadshow.

Customers will be introduced to the various packages offer by the different telco booth.

Customers will compare the prices and the benefits of the packages, to see which one is suitable for them.

Customers will then purchase the most suitable package.

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Cu

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Customer entered the roadshow and got attracted to one of the telcos because of the announcement.

The customer asks for more information and vists other telcos to compare the other packages provided.

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Customer views the different telco booths at the roadshow, goes to booths with the most discounted deals and offers.

Customer lists preferences and shortlists the data package contracts available that suit the listed preferences.

Customer visits different booths to find any similar options with lower pricing or having more offers in the package.

Customer finds the best offer out of all the telco booths and makes the purchase. Terms and conditions are made clear to customer and purchase is made efficiently in a matter of minutes.

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1. find information of the roadshow through publicity to attract people to come to the roadshow and compare products to see what they want such as which booth offers the best deal.
2. Ushers welcoming people and distributes map to the customers.
3. once customer reach there, they  feel confused because they don't know the various packages that are offered by different booths so they go around inspecting the booths.
4. customers compare the different booths based on the features of the booth, products that are showed, etc.

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Posters outside, advertisements, telco advisers going forward to customers to promote their own Telcos, invitations (flyers, social media)

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Customers are attracted to the promotions of the many telco booths at the roadshow. At the same time, they will also be very confused.

The booth that attracts them the most will make them go there.

Thus, they will ask some questions regarding the various packages.

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A physical brochure map of the Roadshow, that shows the location of the various telcos.

Digital Map Kiosk Machine of the showcases the location of the various telcos.

Physical brochure of the promotions and packages offered by the different telcos.

Physical staff that interacts with the customers to explain the packages that their respective telco offers.

Physical test models of the various phone that is offered with the package.

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1. once they go to a booth, telco staff will explain the brochure to them to make it clearer for the customer.
2. the staff going around to give out goodie bags to give satisfaction to customers.
3. maps on brochures so customers can find places they want to go.
4. Cleaners to ensure that the toilets are clean to enhance the experience of the roadshow cause customers view that the toilet is a necessity.

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Promoters on hand, emcees engage the customers by using loud speakers.

The staff themselves explaining and showing the different plans to customers

If the customers are interested they go ahead and sign contracts and plans.

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There are attractive posters.
There are also friendly employees to make customers  comfortable

Brochures are also given to people for them to understand the various types of packages.

QR codes is printed at the exterior of the booth for customers to scan and explore about the telco services.

Self service kiosk is also placed for customers so as to reduce waiting time of customers. Customers can also walk around instead of waiting for the long queues.

Signs

Uniforms worn by employees

Tablets provided for customers

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Customer service counters,
Friend staff to interact with customers,
Ask customers if they have any interest in the products,
Mascot to attract customers
Employees typing in details of the customer into system

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1. representatives are welcoming guests and patrol around the exhibition to ask the customers if they need assistance.
2. sales person will show the customers a demo from their phone to make the customers feel reassured.
3. the staff further explains the details shown in the brochures.
4.

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On-stage employee will greet the customers and get to know their needs.

On-stage employee will then explain various packages that the telco offer that might be able to satisfy their needs.

On-stage employee will then answer any questions that customers might have about the packages offered.

On-stage employee will showcase to the customers the different phone models that comes with package.

On-stage employee will then ask the customers if they are willing to purchase the package.

On-stage employee will then explain the contract, and the product after-sales service, before signing.

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Personal who set up the stages, booths and other necessary equipment such as sound system, online connection,.

Staff on hand who set up the contracts and plans that are presented to the customers on the day itself

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Preparation of contract backstage.

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The resource managers who hire the on stage and off stage staff.

The employees who design the website, adverts, posters, package designed.

Planners prepare proposal and event details for the event

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1. crew sets up the booth. e.g. the brochures, the merchandise
2. trial run of the event before opening so employees can rehearse first and managers can give further instructions to ensure that employees know what is going on and that everything goes smoothly.
3. Designing and printing of brochure, preparation of merchandise
4.Technical staff to ensure that there is no fail-points on that day for the sound system.
5. employees prepare extra goodie bags in the event there is a lack of goodie bags on the day of the roadshow itself.

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Giving the employees
the brochures,
Setting up the promotional board,
Setting up the decorations for the booths,
Organising the products in place on shelfs,
Supervisor supervising the promoters,
Technical staff who set up the lighting and computers.

Technical staff that work behind the scenes to maintain the system/software

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Staff acknowledge customers and ask for their wants. The staff then provide information based on what the customer wants. staff persuades customers or encourage purchase. Employee provides contract to the customer and explain the terms of the contract. Include referral code to promote customer loyalty. Keep client's information private and confidential.

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1. HR that hires all the employees, identifies all the fail-points and set service standard by ensuring that there is enough staff and preparing contingencies.
2. Maintain a reservation system through their website to skip waiting time on the day itself
3. ambulance or paramedics on stand-by if there is any injuries for customers on the day itself.
4. set up food vendor
5. customers can complain to company if they are unsatisfied.

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Employees that thought of the ideas to promote the products/services,

Employees who design the concept of the booth, promotion

Set up self service kiosk for queue numbers

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Back-stage employee who prepared the booth @ Roadshow, the brochures, test models, contracts of the packages.

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Back-stage employee who organised the roadshow, prepared the venue, lighting, and contacted the telcos about the roadshow.