The higher the customer participation in service processes, the more certainty a firm has with respect to service time and capacity.

Question

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The higher the customer participation in service processes, the more variability and uncertainty a firm may experience in terms of service time and capacity. This is because customer behavior and demands can be unpredictable, leading to longer wait times and the need for additional resources to meet customer needs.

The Higher the Customer Participation in Service Processes, the More