The customer is (or should be) the second most important focal point of all decisions in a service organization.
Correct Answer:
Verified
Q5: The "service blueprint" is a classification of
Q6: The service-system design matrix identifies five alternative
Q7: Because little or no inventory is carried
Q8: Poka-yokes are procedures that block the inevitable
Q9: Service guarantees can be used at the
Q11: When recovering from a defective service encounter,
Q12: Marketing is responsible for fulfilling the service
Q13: Poka-yoke is roughly translated from Japanese as
Q14: It is difficult to separate the operations
Q15: A service business is an organization whose
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