Question: 1 . Using the What Do Operations Managers Do ? box in the chapter, what key activities most directly relate to the case situation?

1. Using the What Do Operations Managers Do?" box in the chapter, what key activities most directly relate to the case situation? 2. Provide one good and bad example of a "moment of truth" if Mickey Mouse talks to customers. 3. Explain the advantages and disadvantages of talking Disney characters from a service perspective ?

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