The greatest potential variability in the interaction between a customer and a service firm occurs in a(n)_____ service encounter.
A) Detached
B) Phone
C) Face-to-face
D) Public
E) Integrated communication

Question

Quizplus · Accepted Answer

Face-to-face interactions between customers and service firms provide the most potential for variability because they involve direct contact and communication between the two parties, incorporating nonverbal cues, emotions, and personal preferences. In contrast, detached or phone encounters may be more standardized or scripted, and public or integrated communication encounters typically involve less direct interaction with the service firm.

The Greatest Potential Variability in the Interaction Between a Customer