2. Technique allows the company to determine which services it should emphasize to improve customer perceptions and those that make little difference

blueprinting

two dimensional differencing

gap analysis

servqual

3. ____ is a flowchart that isolates potential fail points in a process

moments of truth concept

services blueprint

two dinensional differencing

servqual

4. Services process blueprinting places the focus on front office activities

true

false

5. ____ also can happen at various stages of the product life cycle such as when the product is being used when customer service queries arise when the product needs repair and when it is eventually disposed of

customer expectations

poka yoke

responsiveness

moments of truth