Where possible, make the 'intangible' nature of services as tangible as possible
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Q8: Ultimately the success of differentiation is determined
Q9: The contribution of the physical aspect of
Q10: The emerging 'service dominant' logic challenges the
Q11: Often customers do not engage in contact
Q12: In service, time is not an important
Q14: The service image includes both the physical
Q15: The major change in the input-output model
Q16: The key elements of the service concept
Q17: Services tend to be all of the
Q18: Some of the perceived differences between manufacturing
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