Exam 4: The Service Encounter

An organization can standardize service delivery by effecting strict operating procedures in order to follow a cost leadership strategy.

Three elements (the service organization, the contact personnel and the customer) interact in the service encounter triad shown below. Which position represents the customer?

Which of the following firms has an encounter not dominated by the service organization?

In the context of the service encounter triad, the trade-off between the service organization and the contact personnel is one of

The corporate culture of a firm does not significantly influence the quality of the service it provides because the culture is internal and, therefore, not perceived by the customer.

A customer who is interested in the self-service option would find which of the following dimensions of service most important?

In an organization that has empowered its front-line employees, the middle managers become:

Easy access is a success factor that is common to both human-to-human service encounters as well as machine-to-machine service encounters.

Flexibility in meeting customer needs is the main reason that some service firms have empowered contact personnel.

Which one of the following is not a factor for success in a machine-to-machine service encounter?