Multiple Choice
Why are service firms today adding technology to customer service activities?
A) To increase face-to-face interactions
B) To improve both operational efficiency and customer service
C) To loosen ties with customers
D) To limit the data they collect about customers
E) To trade off operational efficiency and customer service
Correct Answer:
Verified
Correct Answer:
Verified
Q21: _ is/are the pattern of shared values
Q22: Standardisation cannot occur in highly customised services
Q23: Customer perceptions of responsiveness are directly influenced
Q24: Customer service is not always consistent with
Q25: To be able to monitor standards, broad
Q27: A major future challenge for service organisations
Q28: All of the following are typical components
Q29: All of the following are methods to
Q30: Good internal monitoring systems are necessary when:<br>A)service
Q31: A service that is capacity constrained needs