Question: * Delegation often concerns supplementary service elements .6 (1 ) Competition Drivers Role of intermediaries Government drivers Information/promotion flow Very hard to evaluate the service

* Delegation often concerns supplementary service elements .6 (1 ) Competition Drivers Role of intermediaries Government drivers Information/promotion flow Very hard to evaluate the service and distinguish from competitors. 7 * emphasize physical clues, metaphors (1 ) nonphysical channels intangible elements usually dominate value creation customers may be involved in co-production Rental of goods

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