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

question 48

Multiple Choice

When service companies change high-contact services into low-contact services, the

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

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Definitions:

Affect Encompasses

Covers the range of feelings that an individual can experience, including emotions and moods.

Range of Feelings

The spectrum of emotions that an individual can experience, from positive to negative and everything in between.

Self-Conscious Emotions

Arise from internal sources, and social emotions derive from external sources.

Regulate Relationships

The action of managing and controlling interactions and connections between individuals or groups to ensure they are positive and constructive.