Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes."
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Q1: Services often take the form of repeated
Q2: A service system with a high degree
Q4: Most services consist of a bundle of
Q4: The service-system design matrix identifies six forms
Q5: The "service blueprint" is a classification of
Q7: Because little or no inventory is carried
Q10: The customer is (or should be) the
Q12: Marketing is responsible for fulfilling the service
Q15: A service business is an organization whose
Q16: When recovering from a defective service encounter,
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