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1. One of the examples in the Process Design and Selection described 'drive-through' fast food processes. Think about (or better still, visit) a drive-through service
1. One of the examples in the Process Design and Selection described 'drive-through' fast food processes. Think about (or better still, visit) a drive-through service and try mapping what you can see of the process (plus what you can infer from what may be happening 'behind the scenes').
2. Give examples of services that have a good match between customer expectations and service delivery. Give examples of services that do not have a good match.
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