Which of the following is the main intent of the service delivery system matrix?
A) It illustrates the continuum of interaction between marketing and operations.
B) It illustrates the strategic choices in service delivery system design.
C) It illustrates the interaction between customer wants/needs and the service recovery plan.
D) It illustrates the complexity and customization required of provider-routed processes.

Question

Quizplus · Accepted Answer

The main intent of the service delivery system matrix is to illustrate the strategic choices involved in designing a service delivery system, such as degree of customization, customer involvement, and location of production. It does not focus on marketing and operations interaction, service recovery planning or provider-routed processes as its main intent.

Which of the Following Is the Main Intent of the Service