Some suggest that customer expectation is the key to service success. Give an example from your own experience to support or refute this assertion.
Answer to relevant QuestionsWhere would you place a drive-in church, a campus food vending machine, and a bar’s automatic mixed drink machine on the service-system design matrix?Could a service firm use production line approach or self-serve design and still keep a high customer focus (personal attention)? Explain and support your answer with examples.List at least three significant ways in which service systems differ from manufacturing systems.Distinguish between a channel and a phase.What methods are used to increment time in a simulation model? How do they work?
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