1.. Review the blueprint of the restaurant visit in Figure 8.6. Identify several possible OTSUs (opportunity to...
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1.. Review the blueprint of the restaurant visit in Figure 8.6. Identify several possible
“OTSUs” (“opportunity to screw up”) for each step in the front-stage process.
Consider possible causes underlying each potential failure and suggest ways to eliminate or minimize these problems.
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Related Book For 
Services Marketing People, Technology, Strategy
ISBN: 9780131875524
8th Edition
Authors: Christopher H Lovelock, Jochen Wirtz
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