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What is the service encounter?
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- This is the key feature that distinguishes a service blueprint from a normal l owchart.Design a questionare of 20 questions that you could use to assesss the service quality of your on campus teaching facilities .Identify the front office and back office services for the following organizations. Could these services be improved by increasing or decreasing the degree of customer contact? By separating low- and high-contact services?a. Hospitalb. Trucking firmc. Grocery stored. Appliance repair firm
- When a tangible product is NOT included in the service, it is calleda pure service.a knowledge-based service.an intangible product.a direct services?How a customer measures the service delivery of an organization?Define a possible service guarantee for each of the following services:a. College classesb. A theater performancec. Buying a used car