Question

In the context of the service encounter triad, the trade-off between the service organization and contact personnel is one of: a. perceived control b. efficiency versus autonomy c. efficiency versus satisfaction d. autonomy versus satisfaction e. autonomy versus perceived control

Answer 1

B) efficiency versus autonomy

Step-by-step explanation:

The three parties that make up the service encounter triad are: the organization that provides the service, contact personnel (which are part of the organization) and the customers. For example, in a service encounter that tales place in a movie theater; a contact person (e.g. sales clerk) provides a service (e.g. movie ticket) to a customer.

A lot of physical vendors or clerks are being replaced by automated customer service machines that are cheaper for the company but have limited autonomy. For example, in movie theaters you can get your tickets from a machine, so unless you also buy a soda or candy, you don't need to interact with the sales clerk.