"An important difference between services and goods production is that in the production of services customer satisfaction is not only determined by the outcome, but also the process." (a) Can you think of any other important differences between services and goods production? Describe them briefly and explain why you consider them to be significant from an operations management perspective. [12.5 marks] (b) Some authors argue that the distinction between goods and services is increasingly becoming blurred. Do you think that there is evidence to support this argument? Is it an important issue? [12.5 marks]