A Customer Who Is Interested in the Self-Service Option Would

question 40

Multiple Choice

A customer who is interested in the self-service option would find which of the following dimensions of service most important?

• A) Risk involvement.
• B) Customer's control of the situation.
• C) Amount of time involved.
• D) Efficiency of the service process.

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Definitions:

Time Pressure

The stress or urgency of completing tasks or making decisions within a limited time frame.

Decision

The method of selecting options through recognizing a decision, collecting data, and evaluating different solutions.

Positive Mood

A state of mind or feeling characterized by contentment, satisfaction, or happiness.

Negative Mood

Affective states that are unpleasant or undesirable, such as sadness, anger, or frustration.