Zilibwino Bank had received a number of complaints on the length of time (queuing time) customers took to make deposit and withdraw money. The manager responded by increasing the bank teller staff by 10 percent. Complaints on queuing time quickly decreased, but then complaints on the cost of staff suddenly increased. Oddly enough, when staff costs were analyzed, the manager found that the average cost of staff had actually decreased relative to what it was before the increase in staff. What are some possible explanations for the complaints, and what actions might the manager contemplate?

Zilibwino Bank had received a number of complaints on the length of time (queuing time) customers took to make deposit and withdraw money. The manager responded by increasing the bank teller staff by 10 percent. Complaints on queuing time quickly decreased, but then complaints on the cost of staff suddenly increased. Oddly enough, when staff costs were analyzed, the manager found that the average cost of staff had actually decreased relative to what it was before the increase in staff. What are some possible explanations for the complaints, and what actions might the manager contemplate?

MARKETING 2018

19th Edition

ISBN:9780357033753

Author:Pride

Publisher:Pride

Chapter1: An Overview Of Strategic Marketing

Section1.2: Dollar Shave Club: The Company For Men

Problem 2C

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