Question: Question 1 : In about one paragraph, answer the Ethical Dilemma question raised at the end of Chapter 5 ( see page 1 8 5

Question

1

: In about one paragraph, answer the "Ethical Dilemma" question raised at the end of Chapter

5 (

see page

185) .

Imagine you are the president faced with the situation.

Question

2

: Identify three external product development strategies; describe each in a sentence or two.

Question

3

: Explain the difference between "Moment of Truth" and and "Process

-

Chain

-

Network". Name three PCN Process Regions; then explain in detail why the Direct Interaction and Surrogate interaction regions in a PCN diagram are important in service design.

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