Question: A service process typically involves Activities performed and/or decisions made by the customer The customer's exposure to physical evidence or the tangible components of the

A service process typically involves Activities performed and/or decisions made by the customer The customer's exposure to physical evidence or the tangible components of the service Performances or acts performed by employees of the service firm in the presence of the customer All the above Question 15 The distinctive formula for delivering a firm's service vision is referred to as the Service process Service plan Service concept Service strategy Question 16 Service design is a dynamic process that Must be responsive to customer feedback. is not static. Must allow employees to take personal initative based upon customer reactions. Al the above

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