Sam Just Bought a New Phone

Multiple Choice

Sam just bought a new phone. However, almost immediately he started experiencing glitches. Sam called the phone company's helpline. He was surprised to find that the helpline was entirely automated. The automated helpline described some common problems that customers might experience and provided instructions on what to do. Sam followed the instructions and his phone started working correctly. Although Sam was happy that the problem was fixed, he was frustrated that the entire process was automated. Sam would prefer to have a higher degree of ____________________ when he calls in to ask for help.

A) client-based relationships
B) tangibility
C) inseparability
D) heterogeneity
E) customer contact