$1.$ Capability

$2.$ Effort

$3.$ Arrival

$4.$ Subjective Preference $-$ A$.$ A traveler wants a special seat on a plane because he travels all the time

$5.$ Request

$6.$ Self$-$service Approach $-$ G$.$ Pioneered by ATMs, self$-$service gas stations, and company websites.

$7.$ Production$-$line approach $-$ F$.$ Pioneered by McDonald's.

$8.$ Personal$-$Attention Approach $-$ H$.$ Developing a personal relationship between sales and customers.

B$.$ A customer does not return an empty product carrier because it is not his job

C$.$ A customer cannot decide on a destination when talking to a travel agent.

D$.$ The positioning of technology and procedures to use manufacturing processes in service.

E$.$ Pioneered by Nordstrom as an unstructured process and Ritz$-$Carlton as a scripted process.

I. The customer has a great role in the production of the service.

J$.$ A customer is offended when a server calls him by his first name.

K$.$ A customer leaves shortly after arriving because the wait for service is too long.