1. The substitution of customer labor for service provider labor is a characteristic of which of the following approaches to service system design?

a. Production line approach

b. Customer contact approach

c. Customer as co-producer approach

d. Information empowerment approach

e. None of the above

2. Commission-based pay is common in which of the following types of service encounters?

a. Customer dominated

b. Back-office dominated

c. Contact personnel dominated

d. Service organization dominated

e. None of the above

3. Services differ from manufacturing for all of the following reasons EXCEPT:

a. Heterogeneity

b. Time-perishable capacity

c. Simultaneous consumption and production

d. Ability to limit discretionary action of personnel

e. Customer provides significant inputs into the process