A. In the Service Package Model, which element of the following is the most important when it comes to customer service?

1. Implicit Services
2. Explicit Services
3. Information
4. Supporting Facility
5. Facilitating Goods

B. Hospitals are considered as having High-Interaction and High-Capital Intensity in the 2X2 Service Process Matrix. The best solution to address the service gap for a hospital is

1. Marketing
2. Managing Quality
3. Managing Growth
4. Promoting Technology

C. Schools are considered Low-Interaction and High-Labor Intensity in the 2X2 Service Process Matrix. The best solution to address the service gap for a school is

1. Managing Costs
2. Managing Capital Decisions
3. Managing Standardization of Operating Procedure
4. Managing Quality

D. One of the most important concepts for decision making is:

1. You might be wrong
2. You might not have considered all the risks involved.
3. You might not have done adequate research
4. You might have unquantifiable opportunity costs