To Minimise the Potentially Negative Effects of Bad Service Encounters

question 20

Multiple Choice

To minimise the potentially negative effects of bad service encounters and to save on labour costs,some service businesses are using ________ that eliminate the need for customers to interact with people.

• A)transactional marketing
• B)capacity management
• C)supply management
• D)service facilitation
• E)self-service options

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Definitions:

Dramaturgical

An approach, derived from theater, used to describe social interaction where individuals are seen as actors performing roles for an audience, emphasizing the presentation of self in everyday life.

Individual Brand

is a marketing strategy that gives a singular product or service its own brand identity, distinguishing it from other items within the same company's portfolio.

Professional Image

The perception or impression that one projects to others in a professional context, encompassing appearance, behavior, and communication.

Sense of Agency

The feeling of control over actions and their consequences, recognizing oneself as the initiator of actions in one's life.