1. Ordering clothing online from Lands End is an example of which of the following:
a. No customer contact, processing of goods (high divergence)
b. Direct customer contact, processing of goods (high divergence)
c. No customer contact, processing of information (low divergence)
d. Indirect customer contact, processing of information (low divergence)
e. Indirect customer contact, processing of information (high divergence)
2. Contact personnel have little to no autonomy to meet individual customer needs in which of the following type of service encounters?
a. Customer dominated
b. Back-office dominated
c. Contact personnel dominated
d. Service organization dominated
e. None of the above.
3. Items in a restaurant such as the chairs customers sit on, the silverware they use to eat with, and the glasses they drink beverages out of are all examples of:
a. Information
b. Explicit services
c. Implicit services
d. Facilitating goods
e. Supporting facility