According to the Sampson and Froehle article, which of the following is a charac

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According to the Sampson and Froehle article, which of the following is a characteristic of all services? They are the businesses that are left over after all other sectors of the economy are accounted for They are intangible and include moderate or high levels of customer contact They become successful by becoming highly focused They rely on customers as suppliers 0.4 points Saved QUESTION 2 Which of the following is not considered one of the four realms of a service experience? Engagement Education Estheticism Escapism 0.4 points Saved QUESTION 3 A retail business that sells a very specialized set of products and a team of very knowledgeable workers who help customize the products for customers would have a _________ process structure. low complexity; high divergence low complexity; low divergence high complexity; high divergence high complexity; low divergence 0.4 points Save Answer QUESTION 4 In the new experience economy, an ESCAPISM experience is characterized by ______ customer participation and a(n) _________ environmental relationship. active; immersion passive; immersion active; absorption passive; spontaneous 0.4 points Saved QUESTION 5 Which of the following is NOT an insight provided by Schmenner? If the throughput time of a process is long, hunt for the places where throughput time accumulates and remove the waste Evenness can be disrupted by the irregular receipt of orders Productivity can be sustained by moving toward low variation and low relative throughput time Hiring service employees based on attitude can reduce mistakes, thus improving throughput 0.4 points Save Answer QUESTION 6 The service loser for a financial advisor would be ________. suggesting inappropriate investments a lack of a website uncomfortable chairs in the office a lack of an advanced degree in finance 0.4 points Saved QUESTION 7 When NutriLife Foods pursues a strategy in which its meal delivery menu includes such items as gluten-free cookies and eggless cakes, which are designed to appeal only to individuals who are allergic to common food ingredients, it is pursuing a __________ strategy. limited cost leadership differentiation focus 0.4 points Saved QUESTION 8 When formulating a Strategic Service Vision, which of the following is NOT a consideration in the Service Concept phase? Customer perception of service elements Employee perception of service elements Capacity provided by the system What results will be produced for the customer 0.4 points Saved QUESTION 9 The three dimensions of the business-to-business service experience are ________. co-creation of value, relationships, and problem solving the environmental relationship, service capability, and co-creation of value service capability, relationships, and co-creation of value innovation, problem solving, and the environmental relationship 0.4 points Save Answer QUESTION 10 In a service blueprint, the LINE OF INTERNAL INTERACTION separates ________ and ________. customers; support processes onstage contact employees; backstage contact employees customers; employees backstage contact employees; support processes 0.4 points Saved QUESTION 11 Which of the following would have been considered a radical innovation at the time of its introduction?

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According to the Sampson and Froehle article, which of the following is a charac

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