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

question 74

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 the customer must be in the system relative to the total time it takes to provide the 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

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Definitions:

Probability

Likelihood that a given outcome will occur.

Rules of Thumb

Simple, general principles or guidelines that are typically derived from practice rather than theory.

Efficiency Wage Theory

Suggests employers pay a higher wage than the market equilibrium to increase worker productivity and loyalty.

Worker Productivity

A measure of output per labor hour.