1 In the service process matrix, airlines provide examples for answered out of question In the service process matrix, Physicians and lawyers provide examples for -- swered ut of Answer: westion 3 Which of the following is not true of a walk-through audit (WA)? nswered out of question Select one: a. Emphasis is on evaluation of each stage of service delivery O b. Focuses on five dimensions of service package. . Conformance Gap Survey usually conducted by operations personnel. O d. Design Gap Survey is completed at customer convenience. Taguchi believed that product quality was achieved best by focusing on a specified goal, rather than just being satisfied with performance within an acceptable range about the target specification but of Select one: True O False question 5 The service package is defined as a bundle of goods and services with information that is provided in some environment answered out of Select one: O True False question Sion 6 Service factories provide a standardized service with high capital investment dout of Select one: True O False a question on 7 Attention to interior decorating, furnishings, layout, noise, and even color cannot influence the customer's perception of the service. answered d out of Select one: O True O False question on 8 In the service process matrix, retailing and schools provide examples for answered dout of