Which of the Following Statements About Customer Involvement Is Best

question 108

Multiple Choice

Which of the following statements about customer involvement is best?

• A) In service industries, customer contact is of minor importance.
• B) High task divergence and flexible process flows require more flexibility of the process's employees, facilities and equipment.
• C) A firm that produces standardized products often seeks customer specifications.
• D) When customer involvement is highly customized, a process is more likely to use a standardized-services process rather than a customized-services process.

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Definitions:

Goal-Achievement

The process or act of reaching a desired outcome, objective, or result through planned and directed efforts.

Cognitive Reappraisal

A psychological technique that involves changing the emotional response to a situation by reinterpreting its meaning.

Emotional Reaction

A complex psychological state involving an individual's specific feelings, physiological responses, and behaviors in response to stimuli.

Mental Reframing

The process of intentionally shifting one's perspective on a situation to change its emotional impact, often used in cognitive behavioral therapy.