Which of the following is NOT a description of a mass service provider?

A) It has a high number of standardised services.
B) It has some customisation of services, with mostly repetitive processes.
C) Employees have very little contact time with customers, with the main production processes happening in the back office.
D) Equipment is a key input, with emphasis on minimising discretion by employees.

Question

Audriana Everhart · Accepted Answer

Final Answer : B, Explanation :  Mass service providers typically focus on high-volume, standardized services with minimal customization. Option B, which mentions some customization of services, does not align with the typical characteristics of mass service providers, which prioritize standardization and efficiency over customization.

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