Mass Service Entities Are Characterised By

question 75

Multiple Choice

Mass service entities are characterised by:
i. high contact time.
ii. high levels of customisation.
iii. low levels of discretion.
iv. front office orientation.

• A) i
• B) ii and iv
• C) iii
• D) None of the given answers

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Definitions:

Experimental Method

A research technique in which an investigator manipulates one or more factors (independent variables) to observe the effect on some behavior or mental process (the dependent variable).

Correlational Studies

Research methods that examine the relationship between two or more variables to determine if a change in one variable is associated with a change in another.

Cause-and-Effect

A relationship where one event (the cause) directly results in another event (the effect).

Dependent Variable

In an experimental setting, the dependent variable is the variable being tested and measured, changing in response to alterations in the independent variable.