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The local bank is having far too many complaints about customer wait time. To compensate, the bank added one additional teller and instituted one queue that feeds all three teller lines. The line moved quickly, and even though someone’s overall wait time might not be shorter, complaints decreased. The bank’s reaction to the complaint employed which service factor?

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The bank’s reaction to the complaint employed the operational factor . Operational factor is a service factor that can be controlled.  The fact that the bank added one additional teller and instituted one queue that feeds all three teller lines in order the line to move quickly means that the bank has taken steps to solve the problem of too many complaints about customer wait time.