Jiffy Lube Case Study

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Introduction Jiffy lube’s website states their mission saying “At Jiffy Lube®, we believe you deserve to be free from the anxiety of keeping your vehicle in top shape. Most importantly, we believe you deserve a service provider you can trust. It’s our mission to be your preventive maintenance providers for the long haul, dedicated to providing the best care for your vehicle while also working with you to stay up-to-date on routine vehicle maintenance so you can Leave Worry Behind.” However leaving my worries behind and trust were not two things I felt they provided that day. I went in for a routine maintenance; I knew what I needed to pay and exactly what I needed done. When greeted I was asked no questions besides what I would like done, …show more content…

It is not to be a shock that the frontstage where the actor and audience interacted did not go smooth. With both frontstage and backstage being very visible to the audience at all times throughout the service. The actual interaction with actors will be considered the frontstage and everything else that takes place without interaction will be considered backstage. Upon arrival the greeting was not as it should have been. When an audience member must approach an actor first there becomes an awkward first encounter. After that first encounter when the actor then continued to be distant by not asking questions or clarifying the service to be done the audience member began to worry. That is the end of the interaction at this setting because it now transitions to the waiting room where the next interaction takes place. Minutes go by slowly as there is no one to talk to, nothing to watch and no drinks or snacks. After what feels like forever an actor appeared on set. He goes through everything that had been done to the vehicle and how much it is going to cost. However none of the services besides the very basic oil change were asked. After arguing and insulting the audience member for a while an agreement on a price is reached. However that actor did not provide great service. As the audience member pays for a service that is much more expensive and has been treated as if they are not important at all, they start think negatively about the entire company. One bad actor can ruin a

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