Multiple Choice
Which of the following is the main intent of the service delivery system matrix?
A) It illustrates the continuum of interaction between marketing and operations.
B) It illustrates the strategic choices in service delivery system design.
C) It illustrates the interaction between customer wants/needs and the service recovery plan.
D) It illustrates the complexity and customization required of provider-routed processes.
Correct Answer:
Verified
Correct Answer:
Verified
Q2: A small improvement in customer loyalty can
Q3: Which of the following is considered a
Q4: Implicit service is also known as tangible
Q5: The customer is a part of the
Q6: Which of the following is NOT included
Q8: A service recovery process<br>A) follows every service
Q9: The major difference between the service delivery
Q10: McDonald's uses what Levitt refers to as
Q11: Which of the following is NOT a
Q12: Which of the following is NOT a