18. Which of the following is nor a characteristic of a service firm to be a good candidate for using revenue management? A. Fixed, perishable resource B. Ability to segment its market C. Fluctuating demand D. Low marginal sales costs E. None of the above is the answer 19. Which of the following can be used by service firms as a strategy for managing capacity to match capacity and dema B. Increasing customer participation C. Cross-training employees D. Using part-time employees E. All of the above 20. Service failures means any errors in service delivery and can be caused by either servers or customers. A. True B. False