QUESTION 17 Service supply chains as compared to product supply chains are said to be bidirectional. This means that in service supply chains resources flow back and forth between customers and providers. products flow back upstream in the supply chain similar to reverse logistics money flows both directions in the supply chain customers and service providers are often interchanged QUESTION 18 A Customer Relationship Management System (CRMS) helps maintain relationships with individual customers. keeps track of customer requirements enhances the customer experience. all of the above. QUESTION 19 A service operation like a law firm usually exhibits lower economies of scale and efficiency as compared to a manufacturing operation. This is because the law firm's offerings and output are usually heterogeneous consistent homogeneous standardized QUESTION 20 A computer manufacturer who also offers a service contract to customers to maintain and repair computers after the warranty period is an example of service integration poka yoke. servitization service guarantee