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In the Service-System Design Matrix, a Face-To-Face Total Customization Service

question 65

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In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?


Definitions:

Outside-in Change

An approach to change management that starts with external market or environmental sentiments and trends, then works inward to adjust organizational strategies, structures, and processes.

Inside-out Change

Transformation initiated from within an organization or individual, focusing on internal improvements or developments to effect external outcomes.

Transformational Change

A profound or radical change that fundamentally alters the culture, core values, and operations of an organization, often leading to a shift in its business direction.

Bottom-up Change

A change initiative that starts at the lower levels of an organization and seeks approval or acceptance from higher levels.

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