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Which of the following is an example of a highly customized service delivery system, which refers to a service system that is tailored to meet the unique needs and preferences of individual customers?
Which of the following is an example of a highly customized service delivery system, which refers to a service system that is tailored to meet the unique needs and preferences of individual customers?
- A customer purchasing a pre-packaged gift basket from a gift shop
- A customer ordering a pizza online for delivery
- A customer receiving personalized financial planning advice from an advisor (correct)
- A customer purchasing a ticket to a movie theater
Which of the following is an example of a service delivery system with a high degree of judgment involved, which refers to a service system that requires the service provider to use their professional expertise, knowledge, and judgment to make decisions that are critical to the delivery of the service?
Which of the following is an example of a service delivery system with a high degree of judgment involved, which refers to a service system that requires the service provider to use their professional expertise, knowledge, and judgment to make decisions that are critical to the delivery of the service?
- A customer using an ATM to withdraw cash from their account
- A customer using a self-checkout machine at a grocery store
- A patient receiving medical treatment from a doctor (correct)
- A passenger using an electronic check-in kiosk at an airport
Which of the following is an example of a service delivery system with a low degree of judgment involved, which refers to a service system that does not require the service provider to use their professional expertise, knowledge, or judgment to make critical decisions related to the delivery of the service?
Which of the following is an example of a service delivery system with a low degree of judgment involved, which refers to a service system that does not require the service provider to use their professional expertise, knowledge, or judgment to make critical decisions related to the delivery of the service?
- A customer receiving a haircut at a salon
- A customer using a mobile app to order food for delivery
- A customer using an automated car wash (correct)
- A customer purchasing a product from an online retailer
Which of the following is an example of a service delivery system with a high degree of customization, which refers to a service system that allows for a high level of personalization and tailoring of the service to the specific needs and preferences of individual customers?
Which of the following is an example of a service delivery system with a high degree of customization, which refers to a service system that allows for a high level of personalization and tailoring of the service to the specific needs and preferences of individual customers?
Which of the following is an example of a service with inelastic demand, which refers to a service for which changes in price have little effect on the quantity demanded?
Which of the following is an example of a service with inelastic demand, which refers to a service for which changes in price have little effect on the quantity demanded?
Which of the following is an example of a service with elastic demand, which refers to a service for which changes in price have a significant effect on the quantity demanded?
Which of the following is an example of a service with elastic demand, which refers to a service for which changes in price have a significant effect on the quantity demanded?
Which of the following is an example of a service with inelastic supply, which refers to a service for which changes in price have little effect on the quantity supplied?
Which of the following is an example of a service with inelastic supply, which refers to a service for which changes in price have little effect on the quantity supplied?
Which of the following is an example of a service delivered through self-service technology, which refers to the use of technology to allow customers to perform service-related tasks themselves without the need for direct interaction with service personnel?
Which of the following is an example of a service delivered through self-service technology, which refers to the use of technology to allow customers to perform service-related tasks themselves without the need for direct interaction with service personnel?
Which of the following is an example of a service delivered through remote delivery, which refers to the delivery of services to customers without the need for face-to-face interaction or physical proximity?
Which of the following is an example of a service delivered through remote delivery, which refers to the delivery of services to customers without the need for face-to-face interaction or physical proximity?
Which of the following is an example of a service delivered through indirect contact, which refers to the delivery of services that do not involve face-to-face interaction between the service provider and the customer?
Which of the following is an example of a service delivered through indirect contact, which refers to the delivery of services that do not involve face-to-face interaction between the service provider and the customer?
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Study Notes
Service Delivery Systems
- A highly customized service delivery system is tailored to meet the unique needs and preferences of individual customers, e.g. a tailor-made suit.
- A service delivery system with a high degree of judgment involved requires the service provider to use their professional expertise, knowledge, and judgment to make critical decisions, e.g. a doctor diagnosing a patient.
- A service delivery system with a low degree of judgment involved does not require the service provider to use their professional expertise, knowledge, or judgment to make critical decisions, e.g. a fast-food restaurant.
Service Demand
- A service with inelastic demand is a service for which changes in price have little effect on the quantity demanded, e.g. a hospital emergency room.
- A service with elastic demand is a service for which changes in price have a significant effect on the quantity demanded, e.g. a luxury resort.
Service Supply
- A service with inelastic supply is a service for which changes in price have little effect on the quantity supplied, e.g. a concert ticket sales.
Service Delivery Methods
- Self-service technology allows customers to perform service-related tasks themselves without the need for direct interaction with service personnel, e.g. an ATM.
- Remote delivery involves the delivery of services to customers without the need for face-to-face interaction or physical proximity, e.g. online education.
- Indirect contact involves the delivery of services that do not involve face-to-face interaction between the service provider and the customer, e.g. a mail-order catalog.
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