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5 Lessons

Characteristics of Service Operations

Focus on this chapter's key concepts. Dive into each topic for a detailed understanding with examples and structured notes.

Service packages and physical evidence

medium

1 of 5 Lessons

Service process matrix (Schmenner's matrix)

medium

2 of 5 Lessons

Customer contact model (High vs Low contact)

medium

3 of 5 Lessons

Service design algorithms and blueprinting

medium

4 of 5 Lessons

The Front-office and Back-office relationship

medium

5 of 5 Lessons

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Managing Service Capacity and Demand
Characteristics of Service Operations - Service Operations Management | MBA Operations Management