Direct contact with customers. Employees and customers interact directly to provide and purchase the service. Production and

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Direct contact with customers. Employees and customers interact directly to provide and purchase the service. Production and consumption are simultaneous. Service firm employees have direct contact with customers. In a manufacturing firm, technical employees are separated from customers, and hence, no direct interactions occur.66 LO.1

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Understanding Management

ISBN: 1585

5th Edition

Authors: Richard L. Daft, Dorothy Marcic

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