1. Which of the following refers to the physical presence of the customer in a service system?
A) Creation of the service
B) Customer contact
C) Intermittent production
D) Continuous production
E) None of these
2. In the service-system design matrix, a mail contact service encounter is expected to have which of the following?
A. High sales opportunity
B. High degree of customer/server contact
C. High production efficiency
D. Low sales opportunity
E. None of these