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The most important factor for improving employee satisfaction in the service-profit chain is revenue growth. customer satisfaction. internal service quality. employee retention. Which of the following is NOT a differentiator between manufacturing and service operations? Resale Cost per unit Customer contact Transportation Which of the following is NOT one of the five classifications of process flows or forms? Continuous Variable Project Batch Which of the following is NOT true regarding the process view of operations? Operations managers are responsible for the conversion process. It is a basis for analyzing operations across the entire supply chain. A sales office may be viewed as a production process. All of these choices are true. Which of the following statements is NOT true about customer contact and the customer contact matrix? High contact levels may be costly in terms of lost efficiency, but they offer opportunities to increase sales to customer resulting in increased revenues. High-contact services are referred to as buffered core because these processes are buffered or removed from interaction with the customer. Operations must be concerned with customer contact because higher contact levels can introduce variability into the process. In the middle ground of customer contact, permeable systems have processes that are penetrated by customers in fairly restricted ways