Which of the following statements about customer involvement is best?
A) In service industries, customer contact is of minor importance.
B) High task divergence and flexible process flows require more flexibility of the process's employees, facilities and equipment.
C) A firm that produces standardized products often seeks customer specifications.
D) When customer involvement is highly customized, a process is more likely to use a standardized-services process rather than a customized-services process.

Question

Quizplus · Accepted Answer

The statement highlights the importance of customer involvement in service industries, emphasizing the need for employees to be flexible in dealing with high task divergence and flexible process flows. The other statements are not accurate as they either downplay the importance of customer involvement or make assumptions that are not necessarily true.

Which of the Following Statements About Customer Involvement Is Best