As Service Delivery Systems Rely More Heavily on Information Technology

question 58

Multiple Choice

As service delivery systems rely more heavily on information technology and self-service, the __________ component of the service operations system is shrinking and the service itself is moving from higher to lower levels of __________.

• A)visible; contact
• B)invisible; experience
• C)visible; satisfaction
• D)invisible; cost effectiveness
• E)visible; cost effectiveness

Understand the role and calculation of insurance in managing risks.

Recognize the difference between expected value and expected utility.

Determine utility levels from given income data.

Learn the concept of fair and unfair bets in the context of expected outcomes.

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Definitions:

Social Commerce Technologies

Digital tools and platforms that combine e-commerce with social media, facilitating buying and selling through social networks.

Television

A traditional medium used for broadcasting visual content to a wide audience, including entertainment, news, and advertising.

Analytical Platform

A technology solution that enables the analysis of data to gain insights, supporting decision-making processes.

Google

A multinational technology company specializing in Internet-related services and products, including online advertising technologies, search, cloud computing, and software.