Which of the Following Statements About Customer Contact in Services

question 186

Multiple Choice

Which of the following statements about customer contact in services marketing is false?

• A) Service employees are important in creating satisfied customers.
• B) High-contact services are less expensive to deliver because they are typically equipment based.
• C) The main principle of customer contact is that satisfied employees lead to satisfied customers.
• D) Service companies can minimize customer dissatisfaction by changing high-contact services into low-contact services.
• E) Employee training programs are an effective way to ensure good customer contact and reduce problems.

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Definitions:

MRP

Material Requirements Planning, a system for inventory and production planning that ensures materials and products are available for production and delivery to customers.

Successful MRP

Refers to the effective implementation and management of Material Requirements Planning, a system for efficiently managing the manufacturing process through inventory control and production scheduling.

Bill Of Material

An exhaustive inventory of raw ingredients, parts, and assemblies needed for building, producing, or fixing a product or service.

Demand

The quantity of a product or service that consumers are willing and able to purchase at a given price.