In a ________ system, the customer is an active participant, but in a ________ system, the customer is not an active participant.
A) low-contact; high-contact
B) active; inactive
C) high-contact; low-contact
D) high-interaction; low-interaction
E) low-interaction; high-interaction

Question

Quizplus · Accepted Answer

In a high-contact system, the customer interacts more actively with the organization, such as in a face-to-face interaction. In a low-contact system, the customer has limited interaction, such as in an online purchase. Therefore, the customer is an active participant in high-contact systems, while in low-contact systems, the customer is not an active participant. Hence, option C, which presents the contrast between high-contact and low-contact systems, is the correct choice. The other options do not accurately describe the difference in customer participation.

In a ________ System, the Customer Is an Active Participant