In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?
A)Low sales opportunity
B)Low production efficiency
C)High production efficiency
D)Low degree of customer/server contact
E)None of the above

Question

Quizplus · Accepted Answer

Face-to-face total customization service encounters involve high degree of customer/server contact and low production efficiency, as each service is customized according to the specific needs and preferences of the customer. This type of encounter may also have high sales opportunity due to the personalized nature of the service.

In the Service-System Design Matrix, a Face-To-Face Total Customization Service