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When studying other organisations, communication a. Exploits uncertainty and fear. b. Heaves uncertainty and fear. Oc. Minimizes uncertainty and fear. Od Expands uncertainty and fears. In services blueprinting, the fail points represents the a. The points that causes additional cost and delay in the service provision. O b. The process dissatisfaction point that add profit to the process. Oc. The points of process fail that generates improved quality. Od. The services satisfaction point to the customer. In customer services, consists of both benefits tangibles and intangibles is known as O a. The process definition and selection. Ob. The customer benefits package. Oc The attributes in the customer's mind. O d. Facility tangible and intangible degradation. Loyalty is generated from O a Product quality. O b. Customer satisfaction. O c. Increasing revenue stream. O d. Business front-line employees