In the Service-System Design Matrix, an Internet and On-Site Technology

question 20

Multiple Choice

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

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

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Definitions:

Employee Discipline

The enforcement of organizational rules and policies to rectify and prevent unacceptable behavior by employees.

Progressive Discipline

A system of dealing with job-related behavior that does not meet expected and communicated performance standards, starting with the least severe action.

Organisational Expectations

The standards, goals, and performance criteria that an organization sets for its employees or members to guide their behavior and work output.

Clan Control

Influences behaviour through norms and expectations set by the organisational culture.