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Which of the following is a characteristic that can be used to guide the design of service systems?

a. Services cannot be inventoried

b. Services are all similar

c. Quality work means quality service

d. Services businesses are inherently entrepreneurial

e. Even service businesses have internal services

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

a. High sales opportunity

b. High degree of customer/server contact

c. Low production efficiency

d. Low sales opportunity

e. None of the above

Which of the following basic types of production layout formats is one in which equipment or work processes are arranged according to the progressive steps by which the product is made?

a. Job-shop layout

b. Functional layout

c. Assembly line layout

d. Group technology layout

e. Process layout