Question: 3.What does it mean to 'align' service vision, strategy, process, and system? 7.Why are 'moments-of-truth' so critical to delivering on the service promise? 10.Name any

3.What does it mean to 'align' service vision, strategy, process, and system? 7.Why are 'moments-of-truth' so critical to delivering on the service promise? 10.Name any three 'stressors for managing the service encounter

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