Another Version of a Customer Contact Audit That Includes All

question 116

Multiple Choice

Another version of a customer contact audit that includes all employee actions and acknowledges that services are designed to be "experiences" is referred to as

• A)a service continuum.
• B)gap analysis.
• C)a service blueprint.
• D)an experience economy.
• E)a service audit.

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Definitions:

Task Significance

The degree to which a job has a substantial impact on the lives of other people, whether within or outside the organization.

Skill Variety

The extent to which a job requires a variety of different activities in carrying out the work, involving the use of multiple skills and talents of the employee.

Skill Variety

The degree to which a job requires a range of different activities and skills to complete its tasks.

Varied Expertise

The possession of knowledge and skills across a broad range of areas or disciplines, contributing to versatility and adaptability in professional contexts.