After a Service Firm Maps the Service Process from the Customer's

question 8

Multiple Choice

After a service firm maps the service process from the customer's point of view,the next step in building a service blueprint is to:

• A) Draw the lines of interaction and visibility
• B) Link customer and contact person activity to needed support function
• C) Map the service process from the customer contact person's point of view
• D) Identify the physical evidence needed to support service quality
• E) Add evidence of service at each customer step

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Definitions:

Liberals

Individuals or groups advocating for freedom in political and social spheres, emphasizing individual rights, democracy, and equality.

Espionage Act

1917 law that prohibited spying and interfering with the draft as well as making “false statements” that hurt the war effort.

Edward Snowden

A former National Security Agency contractor who leaked confidential information in 2013, revealing extensive global surveillance programs, leading to a worldwide debate about privacy and government secrecy.

Rural Areas

Regions characterized by low population density and vast open spaces, typically dominated by agriculture or natural settings.