In the Service-System Design Matrix, a Face-To-Face Total Customization Service

question 32

Multiple Choice

In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?

• A)Low sales opportunity
• B)Low production efficiency
• C)High production efficiency
• D)Low degree of customer/server contact
• E)None of the above

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Definitions:

Gratification

Satisfaction or pleasure felt upon meeting a desire or need.

Fixation

In psychology, an obsessive focus or attachment to someone or something, potentially leading to maladaptive patterns of behavior.

Oral Stage

The first stage in Freud's theory of psychosexual development, occurring from birth to about 18 months, where the infant's pleasure centers are the mouth.

Overeating

The consumption of an excess amount of food beyond what is necessary for energy and nutrition.