What is not common to see nowadays? What does "a service" mean? Which are the five kotler's types of offers? What does "intangibility" refer to? According to "inseparability", how is service defined? How does "the service triangle" work? What do the mercadologic mixing elements have in common? Who invented the term "the moments of truth"? What do "moments of true" mean? How many steps are suggested to generate a "mapping the points of contact" and which ones