Which of the following statements about customer contact in services marketing is false?
A) Service employees are important in creating satisfied customers.
B) High-contact services are less expensive to deliver because they are typically equipment based.
C) The main principle of customer contact is that satisfied employees lead to satisfied customers.
D) Service companies can minimize customer dissatisfaction by changing high-contact services into low-contact services.
E) Employee training programs are an effective way to ensure good customer contact and reduce problems.

Question

Quizplus · Accepted Answer

High-contact services require more interaction with customers, which often means more labor costs, making them more expensive to deliver compared to equipment-based low-contact services. Therefore, statement B is false.

Which of the Following Statements About Customer Contact in Services