When service companies change high-contact services into low-contact services, the:

Question

Quizplus · Accepted Answer

High-contact services are those that require face-to-face interaction with customers, while low-contact services are those that can be delivered remotely or with minimal human interaction. When service companies change high-contact services into low-contact services, the service becomes less personalised because there is less opportunity for direct interaction between the customer and service provider. This can lead to lower customer satisfaction and loyalty. However, it may also result in cost savings for the company, as they can deliver the service more efficiently without the need for as many staff members or physical facilities.

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