In the context of the service encounter triad, the trade-off between the service organization and the contact personnel is one of
A) efficiency-versus-satisfaction.
B) Efficiency-versus-autonomy.
C) perceived control.
D) Autonomy-versus-satisfaction.

Question

Quizplus · Accepted Answer

The trade-off between the service organization and the contact personnel is one of efficiency versus autonomy. The service organization wants to ensure efficiency in their operations by controlling and standardizing the service encounter, while the contact personnel desire autonomy in their job to create a more personalized service experience for customers. This trade-off can result in conflicts and challenges in managing service encounters effectively.

In the Context of the Service Encounter Triad, the Trade-Off