A service encounter is any interaction between a customer and the service provider.
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Q3: The ability to download music onto a
Q5: To apply the principles of operations management,
Q12: Services always involve direct customer contact.
Q13: Peripheral goods and services are not essential
Q44: A customer benefit package (CBP) consists of
Q48: Both goods and services can be standardized
Q50: The demand for services is usually easier
Q51: Every job entails some aspect of operations
Q59: Customers and service providers often work together
Q60: Many products that appear to be only
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