What are the new service realties

The document discusses how customers are becoming more sophisticated and demanding unbundled services. It also discusses how the internet has empowered customers to share their experiences online. It then talks about how customers now take on a more active role in service delivery through co-production, and how this affects both employee productivity and the customer's connection to the product/service. However, it notes that this can also stress employees and cause some service problems. It suggests companies redesign processes, redefine customer roles, use technology, encourage high performance customers and citizenship to satisfy both employees and customers. It concludes that satisfied employees lead to loyal customers, and that treating employees well is important to reduce turnover.