17. How might modern technology, such as the Internet, be used to understand the voice of the customer? 19. In building a House of Quality, what departments or functions should be involved in each step of the process? 23. Define lean and elaborate servicescapes and give an example not in the textbook. 24. Select a service at your school, such as financial aid, bookstore, curriculum advising, and so on. Propose a redesign of this service and its service delivery system. First, baseline the current service and system and then suggest how to redesign and improve it. Make use of chapter ideas as best you can 25. Identify a job in an organization and describe how the four elements of service-encounter design are designed and managed for this job. (The job you select could be in a professional organization such as a dentist or tax advisor, or in a routine service organization such as a hotel check-in desk clerk or airline flight attendant.)