Question: 10. The service functionalities in Table 3.1 are based on customer communication, expressed through the concept of office: front office (frontal), contact office (call center),

10. The service functionalities in Table 3.1 are based on “customer communication,”

expressed through the concept of “office”: front office (frontal), contact office

(call center), remote office (web site) and mobile office (field service).

Comment on the effectiveness of the “office” perspective as a basis for major service functionality.

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