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