The Entire Sequence of Steps in the Service Delivery Process

question 62

Multiple Choice

The entire sequence of steps in the service delivery process is known as

• A) a service routine.
• B) customer access points.
• C) service path-analysis.
• D) a service encounter.
• E) the wheel of services.

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Definitions:

Affirmative Action

A policy or measure taken to increase the representation of minorities and women in areas of education, employment, and business from which they have been historically excluded.

Admission Policies

Guidelines and criteria set by educational institutions or organizations for selecting individuals for entry or participation.

Familism

A cultural value that emphasizes the importance of family ties, loyalty, and the well-being of the family above individual needs.

Social Capital

The networks, connections, and relationships among people that can be economically valuable and foster societal cooperation and functioning.