A Concern About Customer Service in the Information Technology Era

question 11

Multiple Choice

A concern about customer service in the information technology era is that the service

• A) is so rapid it is difficult to follow.
• B) has decreased in quality because it is so complex.
• C) requires too much human interaction.
• D) is only good at high technology firms.

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Definitions:

Receiver

The person who interprets a message.

Communicator

An individual who conveys information or expresses ideas effectively, using verbal, nonverbal, written, and visual methods.

Product Launch

The introduction of a new product into the market, often accompanied by marketing efforts.

Source

The originator of a thought or emotion, who puts it into a code that can be understood by a receiver.