Customer Contact, for the Purpose of Classifying a System as Being

question 99

Multiple Choice

Customer contact, for the purpose of classifying a system as being high-contact or low-contact, is measured by:

• A) the percentage of a service provider's workday spent with customers.
• B) the percentage of time a customer must be in the system relative to the total time it takes to provide a service.
• C) the number of service encounters occurring in a given span of time.
• D) the number of different service providers required to serve one customer.

---

Definitions:

Mismatches in Frames

This occurs when there is a misalignment or lack of agreement in perspectives, interpretations, or expectations among parties in a discussion or negotiation.

Sources of Conflicts

The origins or causes of disputes and disagreements, which may range from individual differences to structural inequalities.

Cognitive Biases

Consistent departures from the norm or logical thinking in decision-making, leading to conclusions about individuals and contexts being made irrationally.

Frames in Negotiations

The subjective perspectives or interpretations individuals or groups use to understand and approach negotiation situations.