Using the Service-Positioning Matrix, a Limited Number of Customer Pathways

question 42

Multiple Choice

Using the service-positioning matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to:

• A) being below the diagonal.
• B) continuous flow processes.
• C) customer-routed services.
• D) provider-routed services.

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Definitions:

Employee Relations

The management of the relationship between employers and employees, focusing on maintaining healthy, productive, and legally compliant interactions.

Confidentiality

The requirement to keep certain information secret or private, often to protect personal data or sensitive corporate information.

Competitive Advantage

This refers to the attributes that allow an organization to outperform its competitors, such as superior technology, skilled workforce, or better customer service.

Skills and Technologies

The abilities and tools required to effectively perform tasks or jobs in the modern workplace, often involving digital competencies and technical expertise.