Untitled4 - Exam Name MULTIPLE CHOICE Choose the one...

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Exam Name___________________________________ MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1) Service shops are characterised as which of the following? A) Many customer transactions, involving limited contact time. B) High - contact organisations where customers spend a considerable time in the service process. C) Some customer contact, a degree of customisation and some staff discretion. D) Product orientated with little customisation. 1) Answer: C Explanation: A) B) C) D) 2) Which is the correct sequence in order of decreasing process flexibility? 2)
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  • Fall '09
  • Management, Operations Manager, professional services, low volume/high variety

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