Which of the Following Are Characteristics of a Low-Contact Service

question 35

Multiple Choice

Which of the following are characteristics of a low-contact service delivery system?

• A) Lower costs and more standardization.
• B) Greater flexibility, need for people who are highly skilled in interpersonal relations, and a customer orientation.
• C) Need for people with a high level of technical skills oriented toward efficient processing, well-defined procedures, and smooth flow.
• D) Both a and c.
• E) All of the above.

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Definitions:

Programmed Decisions

Decisions that are routine and repetitive, often made using predetermined rules and procedures.

False Consensus Effect

A cognitive bias whereby individuals overestimate the extent to which their beliefs, feelings, or behaviors are shared by others.

Innovation Process

A sequence of actions involving the creation, advancement, and execution of novel concepts or items.

Heuristics

Simple, efficient rules, either hard-coded by evolutionary processes or learned, that help in making decisions, forming judgments, or solving problems.