Questions and Answers
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 receiving personalized financial planning advice from an advisor
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 patient receiving medical treatment from a doctor
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 using an automated car wash
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?
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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?
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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?
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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?
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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?
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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?
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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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