Why Are Service Firms Today Adding Technology to Customer Service

question 26

Multiple Choice

Why are service firms today adding technology to customer service activities?

• A)To increase face-to-face interactions
• B)To improve both operational efficiency and customer service
• C)To loosen ties with customers
• D)To limit the data they collect about customers
• E)To trade off operational efficiency and customer service

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Definitions:

Social Facilitation

The tendency for people to perform differently when in the presence of others than when alone, often performing better on simpler or well-practiced tasks.

Implicit Attitudes

Implicit attitudes are unconscious beliefs or feelings towards objects, people, or situations.

Explicit

Stated clearly and in detail, leaving no room for confusion or doubt.

Prejudiced

Holding preconceived judgments or opinions about people or groups without sufficient knowledge or experience.