The Greatest Potential Variability in the Interaction Between a Customer

question 11

Multiple Choice

The greatest potential variability in the interaction between a customer and a service firm occurs in a(n) _____ service encounter.

• A) Detached
• B) Phone
• C) Face-to-face
• D) Public
• E) Integrated communication

---

Definitions:

Persons Aged

Refers to individuals of a certain age or age group.

Projected Increase

An estimation or forecast of the amount by which something is expected to grow in the future.

Kubler-Ross Model

A theory introduced by Elisabeth Kübler-Ross outlining five stages of grief—denial, anger, bargaining, depression, and acceptance—originally conceived to understand the coping process of terminally ill patients.

Westberg Model

A grief recovery model outlining ten stages that people commonly go through after experiencing a loss.