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 these

Question

Quizplus · Accepted Answer

A mail contact service encounter involves minimal customer/server contact and typically does not provide a high opportunity for sales. Production efficiency may be higher due to the lack of personal interaction, but it is not a defining characteristic of this type of encounter.

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