When a service ranks low on the dimensions of customer contact,labor intensity,and customization,the service providers need to emphasize on _____ to provide a high quality service to the customers.
A)training provided to the employees
B)employee behavior
C)professional judgement of the employees
D)physical facilities and procedures

Question

Quizplus · Accepted Answer

When a service ranks low on the dimensions of customer contact, labor intensity, and customization, the physical facilities and procedures need to be emphasized to provide high-quality service to the customers. This is because in such services, the role of the physical environment and standard procedures are critical in creating a positive customer experience. Therefore, service providers must focus on making their physical facilities and procedures efficient, easily accessible, and convenient for their customers.

When a Service Ranks Low on the Dimensions of Customer