Which of the following statements about customer involvement is best?
A) In service industries, customer contact is of minor importance.
B) For services that directly involve the customer, the customer often dictates time and location of the service.
C) A firm that produces standardized products often seeks customer specifications.
D) When customer involvement is high a process is more likely to use a standardized-services process rather than a customized-services process.

Question

Quizplus · Accepted Answer

Customer involvement can vary depending on the type of service being provided. For services that directly involve the customer, such as haircuts or medical exams, the customer often has input on the time and location of the service. Option A is incorrect because customer contact is often a critical component of service delivery in many industries. Option C can be true, but it is not a general rule about customer involvement. Option D is incorrect because a process may be customized to meet the specific needs of highly involved customers.

Which of the Following Statements About Customer Involvement Is Best