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:

Niagara Movement

An early 20th-century African American civil rights organization founded in 1905, which aimed to fight racial segregation and promote civil liberties and political rights.

Panama Canal

An artificial 50-mile waterway in Panama that connects the Atlantic Ocean with the Pacific Ocean, facilitating international maritime trade.

Coercive Patriotism

A form of patriotism enforced through pressure, compulsion, or threats, often by a government or societal group, demanding loyalty or conformity from its citizens.