In mass service and professional service, the operations manager should focus on

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In both mass service and professional service, human resources are a critical aspect of the operation. In mass service, employees are often the face of the service and directly interact with customers, while in professional service, employees are the ones delivering the service itself. In both cases, the quality of the service is heavily dependent on the knowledge, skill level, and attitude of the employees. Therefore, the operations manager should focus on managing and developing a high-performing team of employees to ensure customer satisfaction and operational efficiency.

In Mass Service and Professional Service, the Operations Manager Should