Question: 1. To improve service operations we must develop systems and procedures for all moments of truth along the cycle of service. To accomplish this, the

1. To improve service operations we must develop systems and procedures for all moments of truth along the cycle of service. To accomplish this, the process we use is analyze 'moments of truths' from the beginning of the cycle to the end of the cycle.

TRUE OR FALSE?

2. Quality perceptions are a pre-service encounter value

TRUE OR FALSE

3. According to Denning, 65 percent of variation in quality can be attributed to the worker.

TRUE OR FALSE

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