service marketing 9
abbdis2008
servicemarketing9.docx1. What is the difference between hard and soft standards? Which do you think would be more readily accepted by employees? By management? Why?
2. Think about a service that you currently use, then map out the service encounter sequence for that service. What is your most important requirement in each interaction? Document these requirements, and make certain that they are expressed at the concrete level of behaviors and actions.
