Service organizations should attempt to encourage random acts of kindness among customers.
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Q5: Customer compatibility management is critical to an
Q6: Skillfully managing customer participation and customer-to-customer interactions
Q7: Unfriendly interactions between customers and employees are
Q8: The use of signs to direct customers
Q9: Customers are a less important influence on
Q11: Full-service organizations serving small groups of customers
Q12: A customer's evaluation of the service organization
Q13: A service script is an effective customer
Q14: It is not possible for service organizations
Q15: Most service organizations must pay careful attention
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