Which of the following is most aptly applied to the 'mass service' classification within the system created by Maister and later expanded by Schmenner (1986)?
A)Low degree of personal, interaction, customisation and labour intensity
B)Low degree of personal interaction and customisation but high in labour intensity
C)High degree of personal interaction and customisation and low in labour intensity
D)High in personal interaction, customisation and labour intensity
E)Low in personal interaction, customisation and high in labour intensity

Question

Quizplus · Accepted Answer

The 'mass service' classification is characterized by low degree of personal interaction and customisation but high in labour intensity, where the service is standardized and provided at a large scale with a focus on efficiency and productivity.

Which of the Following Is Most Aptly Applied to the 'Mass