Because the Customer Essentially Provides His/her Own Service,Internet-Based Services,automated Phone

question 18

Multiple Choice

Because the customer essentially provides his/her own service,Internet-based services,automated phone services and services delivered via DVD or video technology are often referred to as _______________.

• A) Virtual service technologies
• B) Superficial services
• C) Subtle deficiencies
• D) Service amplification tendencies
• E) Self-service technologies

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Definitions:

Assessment Instruments

Tools and methods used to evaluate or measure specific traits, abilities, or knowledge in individuals.

Observation

The active acquisition of information from a primary source using the senses or instruments that extend the senses.

Rank Order

A method of arranging data or items in a sequence based on their value or magnitude, from highest to lowest or vice versa.

Rating Scales

Tools used to quantify or categorize individuals' responses, attitudes, behaviors, or qualities, typically by assigning numbers or labels to different levels of an attribute or dimension.