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Question
Which of the following statements is true of the service-positioning matrix (SPM)?
a. The horizontal axis of the SPM reflects the number of pathways built into a service system design by management.
b. The SPM mainly focuses on the alignment of process choice with the characteristics of the manufactured good.
c. The SPM helps management design a service system that best meets the technical and behavioral needs of customers.
d. The vertical axis of the SPM denotes the repeatability of a customer's service-encounter activity sequence.
Answer
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Related questions
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