Using the Service Positioning Matrix, a Limited Number of Customer

question 70

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
• C)Customer routed
• D)Provider routed

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Definitions:

Labor Cost

Labor cost refers to the total expenditure incurred by an employer to compensate its employees, including wages, benefits, and taxes.

Net Cash Flow

The difference between a company's cash inflows and outflows within a specific period, indicating its overall liquidity.

Working Capital

The difference between a company's current assets and its current liabilities, representing the short-term financial health and operational efficiency of the business.

Salvage Value

The estimated resale value of an asset at the end of its useful life.