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The Art of Customer Interactions

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Questions and Answers

Which of the following is NOT a component of the servuction system?

Back-stage operations

Technical core

Service delivery system

Front-stage operations (correct)

What can interactions with service employees and other customers during a service encounter do?

Have no impact on value

Create value

Only create value if the service encounter is positive

Destroy value (correct)

Why do firms need to 'engineer' interactions in the service environment?

To ensure customers have a negative experience

To minimize customer interactions

To reduce the value created during the service encounter

To ensure customers get the service experience they came for (correct)

Which of the following is NOT a type of interaction that customers have during a service encounter?

Interactions with technology Signup and view all the answers

What is the role of customers and employees in the service encounter according to the Role Theory Theatrical Perspective?

Customers and employees both act out their parts according to predetermined roles Signup and view all the answers

What is the importance of role congruency in a service encounter?

Role congruency depends on the satisfaction and productivity of both parties Signup and view all the answers

Which of the following is NOT a type of interaction that customers have during a service encounter?

Interactions with suppliers Signup and view all the answers

According to Role Theory, what is a role?

A set of behavior patterns learned through experience and communication Signup and view all the answers

Why do firms need to 'engineer' interactions in the service environment?

To create value for customers Signup and view all the answers

Which type of control allows the customer to change the service situation by asking the firm to customize its typical offerings?

Behavioral control Signup and view all the answers

Which type of control allows the customer to choose between two or more standardized options without changing either option?

Decisional control Signup and view all the answers

Which type of control refers to the customer's understanding of why something is happening and what will happen next?

Cognitive control Signup and view all the answers

The Art of Customer Interactions

Choose a study mode

Podcast

Questions and Answers

Which of the following is NOT a component of the servuction system?

What can interactions with service employees and other customers during a service encounter do?

Why do firms need to 'engineer' interactions in the service environment?

Which of the following is NOT a type of interaction that customers have during a service encounter?

What is the role of customers and employees in the service encounter according to the Role Theory Theatrical Perspective?

What is the importance of role congruency in a service encounter?

Which of the following is NOT a type of interaction that customers have during a service encounter?

According to Role Theory, what is a role?

Why do firms need to 'engineer' interactions in the service environment?

Which type of control allows the customer to change the service situation by asking the firm to customize its typical offerings?

Which type of control allows the customer to choose between two or more standardized options without changing either option?

Which type of control refers to the customer's understanding of why something is happening and what will happen next?

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