The service delivery system frequently has a human part and an inanimate, physical part.
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Q15: The tangible part of a service experience
Q16: Quality as perceived by the guest will
Q17: Guest focused organizations should trace information and
Q18: Guests usually accept the organization's definition of
Q19: Service quality is most reliably defined by
Q21: The value of the guest experience equals
Q22: A critical incident is either positive or
Q23: Providing a high-quality experience often costs the
Q24: According to Theodore Levitt, everybody is in
Q25: The service package is the entire bundle
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