The Fail Points in the Service Blueprint Are Often Referred

question 37

Multiple Choice

The fail points in the service blueprint are often referred to as ________.

• A) defining events
• B) turning points
• C) poka-yokes
• D) moments of truth
• E) tangibles

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Definitions:

Papillary Layer

The uppermost layer of the dermis, directly underneath the epidermis, rich in capillaries and nerve endings.

Dermis

The thick, inner layer of skin beneath the epidermis, containing nerve endings, sweat glands, hair follicles, and blood vessels.

Epidermis

The skin's external layer, which acts as a waterproof shield and determines our skin color.

Near Point

The closest distance at which an object can be seen clearly by the eye, a measure of the eye's accommodation ability.