Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.
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Q3: When recovering from a defective service encounter,
Q4: The service-system design matrix identifies six forms
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
Q9: Service guarantees can be used at the
Q10: The customer is (or should be) 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
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