A blueprint specifies in detail how a service process should be constructed.
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Q14: The line of _ divides front-stage activities
Q15: What is the definition of "fail point"?
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
Q20: A drawback of service blueprints is that
Q21: Restaurants are often quite theatrical in their
Q22: What does SST stand for?
Q23: What three questions does Mary Jo Bitner
Q24: IBM employs the term _ to describe
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