Problem 1: Name 4 ways to improve reliability of process by failure proofing
Problem 2: Consumer perception and emotions are important. What are 4 key principles for sequencing service encounters?
Problem 3: In Managing Customers' resistance, name 2 steps used to reduce customer reluctance to change, and give 1 example of either of your steps selected.
Problem 4: Productive capacity in a service context. Name 4 ways productive capacity can take forms in service.
Problem 5: Name 4 ways to manage capacity (ie - adjusting capacity to manage demand). Name 1 example of a service business that would apply one or all of these.