After a Service Firm Maps the Service Process from the Customer's

question 8

Multiple Choice

After a service firm maps the service process from the customer's point of view,the next step in building a service blueprint is to:

• A) Draw the lines of interaction and visibility
• B) Link customer and contact person activity to needed support function
• C) Map the service process from the customer contact person's point of view
• D) Identify the physical evidence needed to support service quality
• E) Add evidence of service at each customer step

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Definitions:

Discrimination

Discrimination involves unfair or prejudicial treatment of people based on characteristics such as race, age, sex, or disability instead of individual merit.

Eminent Domain

The right of a government to seize private property for public use, with compensation to the owner.

Just Compensation

The fair market value that is required to be paid to an individual for property taken by the government through eminent domain.

Condemn

To officially declare a building or structure as unsafe or unfit for use, or in legal terms, to legally seize private property for public use under the right of eminent domain, with compensation to the owner.