Which of the Following Is NOT an Important Factor in Service-Encounter

question 38

Multiple Choice

Which of the following is NOT an important factor in service-encounter design?

• A) Facility location
• B) Customer-contact behavior and skills
• C) Service-provider selection, development, and empowerment
• D) Service recovery and guarantees

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Definitions:

Realistic

Pertaining to the tendency or practice of accepting situations as they are and being prepared to deal with them accordingly.

Sexual Harassment

Unwanted or inappropriate sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature that creates a hostile work environment.

Policy Statement

A formal declaration of the principles and guidelines that govern the actions and decision-making processes within an organization.

Uniform Enforcement

The consistent application of laws, rules, or policies across all relevant situations or people without exceptions.