1. Based upon what you read in your textbook, customer contact, for the purpose of classifying a system as being high-contact or low-contact, is measured by:
a. the percentage of a service provider's workday spent with customers.
b. the number of times a customer makes an inquiry divided by the total time it takes to investigate if a service encounter has taken place or was necessary.
c. the number of service encounters occurring in a given span of time.
d. the number of different service providers required to serve one customer.
e. the percentage of time a customer must be in the system relative to the total time it takes to provide a service.
2. Objectives of service guarantees include all of the following except:
a. building brand image.
b. reducing customer risk.
c. forcing operational improvement.
d. allowing reduced pricing.
3. At ABC Apparels, the apparel stocks in the firm's outlets are changed every week. This is based on the changing fashion preferences of its customers. Its managers also coordinate in real-time among its other stores and satisfy its customers' requirements. In this case, ABC Apparels most likely uses ______.
a. the center-of-gravity method
b. the push-pull boundary
c. an efficient supply chain
d. a responsive supply chain
e. none of the above