Indicate whether the service firm should employ a control-oriented (nonempowered) approach oran involvement-oriented (empowered) approach under each of the following conditions:
-The organization guarantees consistency of product and service.

Question

Quizplus · Accepted Answer

When consistency of product and service is guaranteed, a control-oriented approach is more suitable as it ensures that standard procedures are followed consistently to ensure uniformity in service delivery. An empowered approach may lead to variations in the service delivery due to individual interpretation, which may compromise quality consistency.

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