1. Services differ from manufactured products in four ways. Intangibility, Inseparability, Perishability and _______________?
a) homogeneity
b) heterogeneity
c) intractability
d) invisibility
2. The Servuction model recognizes that operations can process customers through their infrastructure or through their ___________?
a) performance
b) procedures
c) staff
d) systems
3. The extent to which a product or service may be customized is called _____________?
a) variability
b) validity
c) variety
d) variation
4. The size of the product range or number of services offered is called _____________?
a) variability
b) validity
c) variety
d) variation