The actual performance by the service provider is of little relevance compared to the customer's perception of the service.
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Q8: The more labor-intensive the service, the less
Q9: Simultaneous production and consumption requires that the
Q10: Business-to-business service firms are more likely to
Q11: Planning capacity on the basis of peak
Q12: A pure service, by definition, accompanies the
Q14: Reliability, responsiveness, and empathy are all dimensions
Q15: The concept of tangibility helps the manager
Q16: Hybrid service offerings can be classified on
Q17: The service offer refers to the detailed
Q18: Process delegation services (PDS) represent those services
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