In the Service-System Design Matrix, a Mail Contact Service Encounter

question 63

Multiple Choice

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

• A) High sales opportunity
• B) High degree of customer/server contact
• C) High production efficiency
• D) Low sales opportunity
• E) None of these choices are correct.

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Definitions:

Hypnosis

A trance-like state of focused attention, heightened suggestibility, and diminished peripheral awareness, often used for therapeutic purposes.

Freudian Slip

An unintentional error in speech or action that is believed to reveal subconscious thoughts or desires.

Free Association

A technique in which the patient says whatever comes to mind. In other words, it is a kind of daydreaming out loud.

Loftus's Studies

Research conducted by psychologist Elizabeth Loftus, focusing on the malleability and unreliability of human memory, especially in the context of eyewitness testimony.