Soalan Perkhidmatan

What are the three levels of customer contact?

• High-contact, Medium-contact, Low-contact

• High-contact, Low-contact, Zero-contact

• Full-contact, Medium-contact, Low-contact

• Personal-contact, Medium-contact, Low-contact

Which category of service involves intangible actions aimed at people's minds?

• Information processing

• Possession processing

• Mental stimulus processing

• People processing

Which of the following is an example of possession processing?

• Haircutting

• Car repair

• Education

• Psychotherapy

In high-contact services, customers are likely to:

• Remain throughout service delivery

• Have little interaction with service personnel

• Use technology for service

• Avoid physical presence

What type of service is education considered under?

• Information processing

• Possession processing

• Mental stimulus processing

• People processing

What is a key characteristic of low-contact services?

• Requires physical presence of the customer

• High degree of interaction with service personnel

• Minimal physical contact between customer and provider

• Service delivery happens face-to-face

Which service category does healthcare fall into?

• Possession processing

• Mental stimulus processing

• People processing

• Information processing

What is the role of a service blueprint?

• To clarify the interaction between customers and service personnel

• To develop new products

• To analyze financial costs of services

• To track customer complaints

Which example falls under information processing services?

• Car maintenance

• Accounting

• Hairdressing

• Restaurant service

Which of the following does not belong to the service categories?

• People processing

• Possession processing

• Mental stimulus processing

• Customer processing