Restaurants are often quite theatrical in their use of physical evidence such as furnishing, décor, uniforms, lighting, and table settings).
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Q16: Service process redesign encompasses reconstitution, rearrangement, or
Q17: Which of the following is NOT a
Q18: Service staff poka-yokes usually focus on preparing
Q19: A blueprint specifies in detail how a
Q20: A drawback of service blueprints is that
Q22: What does SST stand for?
Q23: What three questions does Mary Jo Bitner
Q24: IBM employs the term _ to describe
Q25: Discuss the potential company benefits, potential customer
Q26: Examples of preparing customers for service encounters
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