What are the backstage elements of (a) a car repair facility, (b) an airline, (c) a university,
Question:
What are the backstage elements of
(a) a car repair facility,
(b) an airline,
(c) a university, and
(d) a consulting firm? Under what circumstances would it be appropriate or even desirable to allow customers to see some of these backstage elements, and how would you do it?
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The term backstage elements is often used in the context of the service blueprint model where frontstage elements are the parts of the service process ...View the full answer
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