____ offer customers broad freedom to select the pathways that are best suited for their immediate needs and wants from many possible pathways through the service delivery system.
A)Provider-routed pathways
B)Customer-routed pathways
C)Highly repeatable service encounter activity sequences
D)ATMs

Question

Quizplus · Accepted Answer

Customer-routed pathways offer customers the freedom to choose their pathway through the service delivery system based on their specific needs and wants. This allows for greater customization and flexibility in the service encounter. Provider-routed pathways, on the other hand, limit customer choice and are determined by the provider. Highly repeatable service encounter activity sequences are predetermined and do not allow for customization. ATMs are a specific type of service delivery system and do not necessarily relate to the concept of pathway choice.

____ Offer Customers Broad Freedom to Select the Pathways That