Answer the following statements true (T) or false (F)
1) Service steps considered back office are performed outside of the view of the customer.
2) When customers perform steps in the service operation independently, it is called do-it-yourself (DIY).
3) The least efficient steps in a service operation tend to be those that involve independent operation by the service provider.
4) The more the service provider allows customers to influence or control the process, the greater the potential for customization.
5) In a service operation, if the process requires specialized skills and resources, the process step should be closer to the customer.
1) TRUE
2) TRUE
3) FALSE
4) TRUE
5) FALSE
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