Question

Select the most appropriate option.
When defining the concept of 'Lack of ownership with services, what are the attributes of 'lack of ownership' that we are referring to? A) No physical product or goods change hands; interaction is transient in nature; no transfer of ownership.
B) Capacity planning difficult; services manufactured at the same time as being consumed; cannot be stored.
C) Difficult to assess quality; services cannot be examined; heart of the service is the experience created for the customer through: location, appearance, additional services, customer handling.
D) Involvement of service staff at direct time of interaction with the customer; difficult to standardise
the service experience; interaction depends upon a host of different factors.
E) Involvement of customers in
the service transaction means no prior production; service delivery inseparable from the service provider.

1. Option a. is correct
2. Option b. is correct
3. Option c. is correct
4. Option d. is correct
5. Option e. is correct

Answer 1

Explanation:

Option d. is correct

D) Involvement of service staff at direct time of interaction with the customer; difficult to standardise