Examlex
List and briefly describe the three kinds of operational plans.
Moment-of-truth
Critical points in the service delivery process where customers interact with the service and form impressions about its quality.
Service Provider
An entity that offers services to others, typically in exchange for payment.
Customer's Expectation
The set of beliefs or standards that customers have regarding the level of service or quality of product they will receive from a provider.
Design
The process of conceptualizing and planning the creation of objects, systems, or interactions with specific considerations for function, aesthetics, and usability.
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