When Customers Interact with Technology and Machines, the Variability of the Service

question 7

Multiple Choice

When customers interact with technology and machines, the variability of the service encounter is reduced by​

• A) the standardization of equipment.
• B) the customer's preferences.
• C) societal norms.
• D) complexity.

---

Definitions:

Ethical Guidelines

Principles designed to guide behavior and practices in a way that upholds moral and ethical standards.

Milgram's Study

An experiment conducted by psychologist Stanley Milgram in the 1960s to investigate obedience to authority figures, famously revealing people's willingness to follow orders that harm others.

Benefits Outweigh

A situation where the positive aspects or outcomes of a decision or action are more substantial than the negative ones.

Validity

The degree to which a concept, conclusion, or measurement is well-founded and likely corresponds accurately to the real world.