Indicate whether the service firm should employ a control-oriented (nonempowered) approach oran involvement-oriented (empowered) approach under each of the following conditions:
-The technology involved with the business is nonroutine and complex.

Question

Quizplus · Accepted Answer

In nonroutine and complex technology, an involvement-oriented (empowered) approach should be taken as the employees have a greater understanding of the technology and can provide valuable input and ideas to improve customer service. They can make quick and effective decisions on their own without always relying on strict controls.

Indicate Whether the Service Firm Should Employ a Control-Oriented (Nonempowered)