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

---

Definitions:

Property Rights

The legal rights to own, use, and dispose of assets including real estate, personal possessions, and intellectual property.

Producer Surplus

The difference between what producers are willing and able to sell a product for and the actual price they receive, representing the extra benefit to producers.

Consumer Surplus

The difference between the total amount that consumers are willing to pay for a good or service and the total amount they actually pay.

Quantity Demanded

The overall quantity of a product or service that buyers are prepared and can afford to buy at a certain price point, during a specific period.