The service-system design matrix identifies five alternative forms of service encounters.
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Q1: Services often take the form of repeated
Q2: A service system with a high degree
Q3: When recovering from a defective service encounter,
Q4: The service-system design matrix identifies six forms
Q5: The "service blueprint" is a classification of
Q7: Because little or no inventory is carried
Q8: Poka-yokes are procedures that block the inevitable
Q9: Service guarantees can be used at the
Q10: The customer is (or should be) the
Q11: When recovering from a defective service encounter,
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