When Service Companies Change High-Contact Services into Low-Contact Services

question 51

Multiple Choice

When service companies change high-contact services into low-contact services:

• A)the service becomes more expensive to deliver.
• B)the quality of the service declines.
• C)the service becomes less personalised.
• D)the time required to deliver the service increases.
• E)the service becomes less standardised.

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Definitions:

Child-Directed Speech

A simplified form of language with exaggerated intonation and clear pronunciation that adults use when talking to young children.

Herd Immunity

A form of indirect protection from infectious disease that occurs when a significant percentage of a population has become immune to an infection, thereby providing a measure of protection for individuals who are not immune.

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The body weight or mass of an individual after reaching full physical maturity, contrasting with childhood or adolescent weights.

Marasmus

A form of severe malnutrition characterized by energy deficiency; it is a condition that can occur in infants and young children in developing countries.