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:

Progressive Discipline

A process of dealing with job-related behavior that does not meet expected and communicated performance standards through a series of increasingly serious steps.

Positive Discipline

An approach to discipline that focuses on encouraging good behavior through positive means rather than punishing negative behavior, often used in both educational and workplace settings.

Problem-Solving Approach

A methodical process to identify, analyze, and resolve issues, often involving multiple steps or stages.

Management Representatives

Individuals within an organization who are authorized to act on behalf of the management, often in negotiations or organizational decision processes.