Service encounter design is a key activity performed by operations managers that involves:
A) managing the flow of materials, information, people, and money from suppliers to customers.
B) ensuring that the right amount of resources is available when needed.
C) predicting the future demand for raw materials, finished goods, and services.
D) determining how to recover from service upsets.

Question

Quizplus · Accepted Answer

Service encounter design involves planning and designing the interaction between the customer and the service provider, and determining how to recover from service upsets is a key aspect of this. This includes anticipating potential problems and designing solutions to address them, as well as developing strategies for effective service recovery when things go wrong. The other answer choices are related to other aspects of operations management but are not directly related to service encounter design.

Service Encounter Design Is a Key Activity Performed by Operations