To minimize the potentially negative effects of bad service encounters and to save on labor costs,some service businesses use _ to eliminate or reduce the need for customers to interact with salespeople.

Question

Quizplus · Accepted Answer

Disintermediation involves removing intermediaries, such as salespeople, from the service process, allowing customers to interact directly with the service or product, thereby minimizing negative service encounters and reducing labor costs.

To Minimize the Potentially Negative Effects of Bad Service Encounters