In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?
A)Low sales opportunity
B)Low production efficiency
C)High production efficiency
D)Low degree of customer/server contact
E)None of these

Question

Quizplus · Accepted Answer

Face-to-face total customization service encounters require high levels of customer interaction and personalized service, which can result in low production efficiency. However, this type of service encounter can also lead to high levels of customer satisfaction and loyalty. The other choices do not accurately reflect the characteristics of this type of service encounter.

In the Service-System Design Matrix, a Face-To-Face Total Customization Service