In each of the following, name the term defined. Answers are listed at the bottom.
1. Service systems can generally be categorized according to this characteristic that relates to the customer.
2. A service triangle consists of these four features.
3. This framework relates to the customer service system encounter.
4. This is the key feature that distinguishes a service blueprint from a normal flowchart.
5. Having your luggage arrive on time when you land at an airport is what type of service in the service package?
6. Uber would be this type of service.
7. These procedures are done to make a system mistake-proof.
8. These are the three steps of service at Nordstrom.
9. What are the four strategies for managing customer-induced variability?
10. The front end and the back end of a service encounter are referred to as what?