Mass service entities are characterised by:
i. high contact time.
ii. high levels of customisation.
iii. low levels of discretion.
iv. front office orientation.

A) i
B) ii and iv
C) iii
D) None of the given answers

Mass Service

A type of service delivery designed to manage and serve large numbers of customers efficiently, often seen in sectors like banking and fast food.

Front Office Orientation

The focus on the part of a business that engages directly with customers, including marketing, sales, and service departments.