All of the following are characteristics of a service organization with an inverted T structure, except ________.
A) the layers of supervision are reduced
B) contact personnel are trained, motivated, and supplied with timely computer-based information
C) the service encounter is managed at the point of delivery
D) limiting discretion of contact personnel

Question

Quizplus · Accepted Answer

An inverted T structure emphasizes empowering contact personnel and providing them with the resources and information they need to manage the service encounter. Therefore, limiting the discretion of contact personnel would be counterproductive to this approach.

All of the Following Are Characteristics of a Service Organization