In the Service-System Design Matrix, a Face-To-Face Total Customization Service

question 61

Multiple Choice

In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?

• A)Low sales opportunity
• B)Low production efficiency
• C)High production efficiency
• D)Low degree of customer/server contact
• E)None of these

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Definitions:

Win-Lose Situation

A competitive scenario where one party's gain results directly from another's loss, often seen in zero-sum conflicts.

Stereotyping

The act of categorizing individuals into oversimplified and general groups based on common traits, often leading to unfair and inaccurate perceptions.

Transformational Leadership

A style of leadership where the leader works with teams to identify needed change, creating a vision to guide the change through inspiration and executing the change in tandem with committed members of a group.

Synergy

The synergy of multiple organizations, compounds, or agents working in unison, generating an overall effect that is greater than the sum of their individual contributions.