Moments of truth consist of one or more service encounters.
Correct Answer:
Verified
Q12: Services always involve direct customer contact.
Q13: Peripheral goods and services are not essential
Q14: Service facilities must be physically located close
Q16: Employees who work in financial and accounting
Q20: Ensuring that a credit card has accurate
Q46: A toothbrush is an example of a
Q48: Both goods and services can be standardized
Q51: Every job entails some aspect of operations
Q53: A product that typically lasts at least
Q57: Customer participation in manufacturing processes and activities
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