Why Are Processes That Are Visible to the Customer Considered

question 10

Multiple Choice

Why are processes that are visible to the customer considered to be critical?

• A)They often exhibit the greatest variance (thus affecting customer waiting times).
• B)They are often bottlenecks (thus causing customer delays).
• C)They are often shared processes.
• D)They affect the customer perceptions of value delivered by the firm.

---

Definitions:

Feared Object

An item or situation that triggers a phobic or intensely fearful response in an individual.

Flooding

A behavioral therapy technique used to treat phobias and anxiety disorders by exposing the patient to their fear object or context without any danger, in order to overcome their anxiety.

Classical Conditioning

A learning process that occurs when two stimuli are repeatedly paired; a response that is initially elicited by the second stimulus is eventually elicited by the first stimulus alone.

Research

The systematic investigation and study of materials and sources in order to establish facts and reach new conclusions.