A service script is an effective customer training tool for enhancing the performances of services that require a high degree of customer participation.
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Q8: The use of signs to direct customers
Q9: Customers are a less important influence on
Q10: Service organizations should attempt to encourage random
Q11: Full-service organizations serving small groups of customers
Q12: A customer's evaluation of the service organization
Q14: It is not possible for service organizations
Q15: Most service organizations must pay careful attention
Q16: Service organizations should develop policies for handling
Q17: Service organizations should welcome customers who are
Q18: The customer is always right.
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