Column A 1. Capability 2. Effort 3. Arrival 4. Subjective Preference 5. Request 6. Self-service Approach 7. Production-line approach 8. Personal-Attention Approach Answer A. B. Column B Pioneered by ATMs, self-service gas stations, and company websites. Developing a personal relationship between sales and customers. C. The customer has a great role in the production of the service. D. A customer is offended when a server calls him by his first name. E. A customer leaves shortly after arriving because the wait for service is too long. F. A traveler wants a special seat on a plane because he travels all the time G. A customer does not return an empty product carrier because it is not his job H. A customer cannot decide on a destination when talking to a travel agent. I. ||J. The positioning of technology and procedures to use manufacturing processes in service. Pioneered by Nordstrom as an unstructured process and Ritz-Carlton as a scripted process. K. Pioneered by McDonald's.