Question: 1. What different roles does technology play in the case of a service encounter (explain with examples)? (Chapter 4) 2. Pick one of the four

1. What different roles does technology play in the case of a service encounter (explain with examples)? (Chapter 4)

2. Pick one of the four customer groups (classification based on expectation/attitude) and explain with an example. (Chapter 4)

3. Explain the Service Encounter triad (explain why balance is important and how it could be maintained) . (Chapter 4)

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