When service companies change high-contact services into low-contact services, the
A) service becomes more expensive to deliver.
B) quality of the service declines.
C) service becomes less personalized.
D) time required to deliver the service increases.
E) service becomes less standardized.

Question

Quizplus · Accepted Answer

High-contact services are typically personalized and involve a lot of interaction between the service provider and the customer. When these services are changed into low-contact services, there is typically less personalized interaction between the service provider and the customer. Therefore, the service becomes less personalized.

When Service Companies Change High-Contact Services into Low-Contact Services, the