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:

Future Sales Revenue

The anticipated income a company expects to receive from its future sales activities.

Customer Number

A unique identifier assigned to each customer for the purpose of tracking transactions and accounts in a business's record system.

Transaction

An agreement or exchange between two parties that results in the transfer of goods or services for monetary value.

Business

An organization or enterprise engaged in commercial, industrial, or professional activities, aiming to generate profits through providing goods or services.