The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.
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Q13: Poka-yoke is roughly translated from Japanese as
Q14: It is difficult to separate the operations
Q15: A service business is an organization whose
Q16: When recovering from a defective service encounter,
Q17: When recovering from a defective service encounter,
Q19: Effective management of services requires a clear
Q20: Poka-yoke is roughly translated from Japanese as
Q21: A facilitating good is something purchased or
Q22: To avoid lost sales, service capacity must
Q23: A characteristic of a well-designed service system
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