The higher the customer participation, the more uncertainty the firm has with respect to service time.

Question

Quizplus · Accepted Answer

This statement is true. The more customers actively participate in the service process (for example, by providing input or making requests), the more variable the service time may become. This is because customer requests or input may require additional time, resources, or adjustments in the service delivery process, introducing uncertainty and variability.

The Higher the Customer Participation, the More Uncertainty the Firm