Instructions: Identify the Following Terms

question 18

Short Answer

Instructions: Identify the following terms.
the Puritans, Oliver Cromwell, and the New Model Army

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Definitions:

Service Failures

Instances when customer expectations are not met by service delivery, often leading to dissatisfaction.

Controllable Factor

An element or variable in a business or process that can be modified or adjusted according to the needs of the manager or operator.

Experience Economy

An economic concept where businesses create memorable events for their customers, and the memory itself becomes the product.

Service Blueprint

A detailed diagram that visualizes the service process, points of customer contact, and the front and back-office activities that a service entails.