Using the Service Positioning Matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to
A)Being below the diagonal
B)Continuous flow
C)Customer routed
D)Provider routed

Question

Quizplus · Accepted Answer

Provider routed services are characterized by limited customer pathways and highly repeatable service encounter activity sequences, as they are designed to control and standardize the service delivery process.

Using the Service Positioning Matrix, a Limited Number of Customer