When a company's output is consumed immediately and employees and customers interact directly, the firm uses and will tend to be flexible, informal, and decentralized?

The statement above is TRUE.
A company which produce a product that is consumed immediately usually have direct contact with customers. And in this kind of situation, the relationship between the customers and the company officials tend to be informal. The company tend to be flexible in their relationship with customers and the structure of such companies tends to be decentralized. Also, the company services tend to be dispersed and horizontal communication usually have preeminence over other type of communication.