Service shops are characterised as which of the following:
A) Product orientated with little customisation
B) High-contact organisations where customers spend a considerable time in the service process
C) Some customer contact, a degree of customisation and some staff discretion
D) Many customer transactions, involving limited contact time

Question

Quizplus · Accepted Answer

Service shops typically involve some degree of customer contact, a level of customisation, and discretion on the part of staff. Examples might include hairdressers, repair shops, or car rental agencies. Service shops are different from high-contact organisations (Option B), which typically involve more in-depth customer interactions and longer service times, such as hospitals or hotels. Similarly, service shops are not purely product-oriented (Option A) or characterised by a high volume of transactions with minimal contact time (Option D).

Service Shops Are Characterised as Which of the Following