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

Question

Quizplus · Accepted Answer

A mail contact service encounter typically involves low or no sales opportunity as there is no direct communication with the customer. Instead, it is focused on providing information or responding to customer inquiries through mail or email. This type of encounter may still have a high degree of customer/server contact, but it is not typically designed to generate sales. Production efficiency may be a priority for this type of encounter, but it is not a defining characteristic.

In the Service-System Design Matrix, a Mail Contact Service Encounter