An indirect delivery system:
A) involves face-to-face interaction between employees and customers.
B) offers a hands-off self-service approach to customers.
C) cannot provide follow-up support to customers.
D) is viewed as a more caring customer service approach than a direct delivery system.

Question

Quizplus · Accepted Answer

The major difference between the two types of service delivery systems is that in a direct contact environment, customers interact directly with people, whereas an indirect system offers a hands-off self-service approach through technology (possibly integrated with the human factor in customer contact/call centers) integrated with Internet services.

An Indirect Delivery System