Defined as a combination of personal motivation,ability and role clarity,________ is a major factor in determining whether customers will try a new self-service option.
A) Customer reliability
B) Service competence
C) Customer attitude
D) Customer readiness
E) Service inclination

Question

Quizplus · Accepted Answer

Customer readiness refers to the customer's willingness and preparedness to use a self-service option. It depends on their personal motivation (i.e. how much they want to try the new option), ability (i.e. their level of skill or comfort with using technology), and role clarity (i.e. whether they understand how to use the new self-service option to achieve their desired outcome). All of these factors influence whether a customer will be willing to try a new self-service option.

Defined as a Combination of Personal Motivation,ability and Role Clarity,________