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Course: Service Management 1 . Question and Answer 1. What is the value of self-service in an economy? ( 2. What is service blueprint? Please

Course: "Service Management"

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1 . Question and Answer 1. What is the value of self-service in an economy? ( 2. What is service blueprint? Please draw a blueprint for a hospital. (' 3. Please give examples of service firms that use the strategy of focus, 4. What is the meaning of "world-class service delivery"? Please give an example. differentiation and the overall cost leadership. . 6. What is PDCA? Please explain how to use PDCA to improve the service 5. Please explain the Deming's 14-Point Program. quality in a company. 7. What is service quality? How to measure the service quality? Please give an example. ( 8. What are the five dimensions of service quality? Please explain and give the example to judge the service quality of an organization

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