Service-encounter design includes all of the following principal elements EXCEPT _____.
A) technology and information support systems
B) customer-contact behavior and skills
C) service-provider selection, development, and empowerment
D) service recovery and guarantees

Question

Quizplus · Accepted Answer

Technology and information support systems are not a principal element of service-encounter design, which focuses more on human interactions and processes.

Service-Encounter Design Includes All of the Following Principal Elements EXCEPT