Which of the following statements is NOT true about customer contact and the customer contact matrix?
A) High-contact services are referred to as buffered core because these processes are buffered or removed from interaction with the customer.
B) Operations must be concerned with customer contact because higher contact levels can introduce variability into the process.
C) In the middle ground of customer contact, permeable systems have processes that are penetrated by customers in fairly restricted ways.
D) High contact levels may be costly in terms of lost efficiency, but they offer opportunities to increase sales to customer resulting in increased revenues.

Question

Quizplus · Accepted Answer

High-contact services are not referred to as buffered core because these processes involve direct interaction with the customer, rather than being buffered or removed from it.

Which of the Following Statements Is NOT True About Customer