As service delivery systems rely more heavily on information technology and self-service, the __________ component of the service operations system is shrinking and the service itself is moving from higher to lower levels of __________.

Question

Quizplus · Accepted Answer

The correct answer is A) visible; contact. This is because as service delivery systems incorporate more information technology and self-service options, the physical, or "visible," aspects that customers interact with directly are reduced. Consequently, the level of direct human interaction or "contact" in the service delivery process decreases.

As Service Delivery Systems Rely More Heavily on Information Technology