Question: Question 1 Explain a value proposition. Relate this to a customer benefits package of goods and services. 10 marks Question 2 Contrast outsourcing with vertical

Question 1 Explain a value proposition. Relate this to a customer benefits package of goods and services. 10 marks Question 2 Contrast outsourcing with vertical integration. Also, contrast backward integration with forward integration. 10 marks Question 3 Define multinational enterprises. What challenges do they pose to operations managers? 10 marks Question 4 Explain a customer benefit package (CBP). Also, differentiate a primary good or service from a peripheral good or service. 10 marks Question 5 Relate a service encounter to a moment of truth. Do they have to be person-to-person? Explain. 10 marks

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