Customers Using a Self-Service Check-Out Station at a Grocery Store

question 57

Multiple Choice

Customers using a self-service check-out station at a grocery store might not understand how to use the technology,resulting in their expectations not being met.This demonstrates the fact that

• A)customers often provide their own specifications.
• B)customers are often the quality inspectors.
• C)customers are often the cause of service failures.
• D)customers are often the output of a service process.

---

Definitions:

Nonverbal Signals

Nonverbal signals include body language, gestures, facial expressions, and other forms of physical communication that convey feelings and intentions without words.

Spoken Word

Involves the expression or articulation of thoughts, ideas, or emotions through verbally communicated words as opposed to written language.

Communication Validity

The degree to which messages or information are accurate and reliable in the context of communication.

Nonverbal Communication

The process of conveying meaning without the use of spoken words, involving gestures, facial expressions, body language, and other visual cues.