Managing Customer Touch Points Becomes a Concern Under Current Issues

question 23

Multiple Choice

Managing customer touch points becomes a concern under current issues in OCSM when

• A) complaints arise about shaking hands with customers in cultures that is frowned upon.
• B) firms striving to become superefficient begin to scrimp on staffing and training customer support personnel.
• C) a firm has a workforce trained in specifically diverse situations and the correct level of service may be hard to discern.
• D) firms market global products.
• E) senior executives fail to recognize the contribution OCSM can make to their success.

---

Definitions:

Effectiveness Items

Measures or indicators used to assess the efficiency or success of processes, interventions, or initiatives.

Information Satisfaction

The extent to which users feel their information needs have been adequately met by an information system.

HR Functions

The diverse activities performed by the human resources department, including recruitment, training, performance appraisal, and compliance with labor laws.

Mobile Technology

Digital devices and applications that are portable and support wireless communication, enhancing flexibility and access to information.