Customers using a self-service check-out station at a grocery store might not understand how to use the technology,resulting in their expectations not being met.This demonstrates the fact that
A)customers often provide their own specifications.
B)customers are often the quality inspectors.
C)customers are often the cause of service failures.
D)customers are often the output of a service process.

Question

Quizplus · Accepted Answer

Customers not understanding how to use self-service technology and thus having their expectations unmet can be seen as a form of service failure where the customer's lack of knowledge or skill in using the service contributes to the problem.

Customers Using a Self-Service Check-Out Station at a Grocery Store