What three questions does Mary Jo Bitner suggest managers should put their firms' SSTs to the test with?
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Q18: Service staff poka-yokes usually focus on preparing
Q19: A blueprint specifies in detail how a
Q20: A drawback of service blueprints is that
Q21: Restaurants are often quite theatrical in their
Q22: What does SST stand for?
Q24: IBM employs the term _ to describe
Q25: Discuss the potential company benefits, potential customer
Q26: Examples of preparing customers for service encounters
Q27: Which of the following is NOT one
Q28: What are the acts that "restaurant drama"
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